Our clients here at Keybank 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?

"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."

Keybank 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.

"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!"

Tell me about your education. How has it prepared you for this opportunity with Keybank?

"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 Keybank and advise clients on important financial decisions."

Share some of the highlights from any of your relevant courses from high school, college, university or on the job training. Explain how your experiences will enhance your performance.

"The bulk 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. All of these courses will help me in this role with Keybank because you are customer service focused while also needing employees who understand banking related concepts and calculations."

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

"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 Keybank rely on accuracy and timeliness and I would be able to bring that in any duty that I was tasked with."

A position as a Teller with Keybank 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.

"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 Keybank, 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."

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

"If in this situation on the job here at Keybank, 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 Keybank cares about their financial well-being and is willing to help them moving forward."

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 Keybank.

"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 Keybank so I could be resourceful in working with customer complaints."

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

"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."

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.

"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 Keybank, 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."

What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?

"In any situation where I saw a colleague being unethical and breaking company policy, I would confront them right away in a professional manner. Using my best judgement, I would escalate it to a manager if necessary and would absolutely do that in the case of theft. Last year, a coworker of mine was excluding necessary steps of our nightly cash counting procedures. While she may have likely still 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 in regard to accuracy. She thanked me for my input and always used our steps from that point forward."

While this may seem like a question with a very obvious answer, your interviewer is looking to hear that you value honesty and integrity in any environment that you work in and that you'll do all you can do to promote that within the team at Keybank. As you answer, talk about ways in which you've shown honesty and integrity in your work while making it clear that you'll do the right thing if confronted with these situations while working at Keybank.

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

"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."

In any interview that you experience, a diversity related question is likely to come your way. This is no different at Keybank 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 Keybank with an open mind and open heart.

"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."

What ideas could you bring to Keybank to help grow revenue in this branch?

"While I will always be a firm believer that traditional marketing techniques are key to creating new business and revenue, an outside the box approach can always be vital as well. Here at Keybank, I would make it a priority for frontline staff like Tellers to be trained in advanced sales skills to help upsell customers in their regular conversations with them. Customers of Keybank typically see the frontline workers the most and Tellers are most likely to steer your customers towards revenue generating products."

If hired as the next Branch Manager at Keybank, one item that you will be continually tasked and evaluated on is your ability to help grow revenue at the branch through new customer acquisitions and increased sales of banking products. This question gives you the chance to cite your revenue growing skills and how you will apply them to the banking industry. Prior to your interview, be sure to do your research on growth and revenue in the banking industry and think of a creative way or two that can really sell your interviewer on your ability to help drive increased revenues at the branch you are interviewing with.

"Over the past five years, I've become more entrenched in data analytics in my current role to help drive revenue and I think the banking industry can surely use data analytics to help predict customer trends. With the rapidly changing service combinations that banks put out, data analytics could be key in helping predict customer preferences and that data could be put to use to put out the most preferred packages for future customers."

Tell me about your cash handling experience.

"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 Keybank cash handling procedures."

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

"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."

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

"A customer came into the branch with multiple requests. To ensure that I addressed each of their needs, I wrote down a few notes for myself to gather the information. This was also helpful because when I needed to answer the phone in the middle of the transaction, I didn't forget any of the important details and I was able to resolve both requests promptly. All the while, I kept the customer engaged and made sure their banking experience was enjoyable."

Multi-tasking is a great skill to have within the banking industry. Share a situation that demonstrates your ability to handle the daily tasks of a busy banking environment.

"To keep track of transaction details, while engaging in conversation, I will ask the customer questions or repeat what they are saying to me. This helps me to commit their needs to memory while still appearing engaged, and in the moment."

Talk about your experience in mortgage loan closing. How would this experience be beneficial to our team here at Keybank?

"As you can see from my resume, my current role involves a lot of detail in the loan closing process for the customers that 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 Keybank, I think that my hands on approach that 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 that I'm working with."

As a Loan Consultant with Keybank, you will be tasked with guiding clients through the complete mortgage process. This will include seeking the best funds available, completing paperwork and seeing the loan through to closing for them. For this question, your interviewer can a good sense of your experience by taking a look at your resume, but they're looking to get more details on your mortgage closing experience by having you talk in detail. Be sure to discuss your specific experience and tie what you can to this specific role with Keybank.

"Having been in the mortgage business for over ten years, I have a vast amount of experience in seeking personalized mortgage options for clients and walking them through the entire loan process. I am familiar with the processing of necessary loan closing documents in several state and know all of the fine details that are required to ensure that there are no hiccups in the process for clients. This experience would allow me to hit the ground running in this role here at Keybank."

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

"I was working as a bank teller when a woman came in, upset about her account. I could tell she needed to vent and I wasn't quite sure what the actual problem was, so I listened first. Then I asked questions to figure out what was going on. She was so appreciative of me because I was able to think on my feet and troubleshoot to solve the problem quickly. She even apologized for raising her voice and thanked me for my patience."

Think about what customer service means to you. Making the customer happy and receiving positive feedback are great examples! Keybank wants to hear that you treat customers with respect and are careful to resolve issues. Explain some of the elements of customer service that you possess, like empathy and patience.

"In my current position as a bank teller, customers are encouraged to provide feedback via a survey app, after each in-branch visit. For the past three months, I have received the highest ranking for overall customer satisfaction. Delivering excellent customer service is a must for me, and I look forward to bringing this level of service to the customers at Keybank."

If working here at Keybank in this role and you found a more efficient way of handling a job duty or process, what steps would you take in order to ensure that your idea was heard?

"In any role that I've taken on during my career, I take all of the extra time and effort that I can to learn every aspect of the job. This lets me really 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 Keybank, I would likely first run my idea by a colleague or two to ensure that my thought process was sound. Then, I wouldn't hesitate to bring my idea up to my supervisor where I would explain my thought process and what the benefits would be."

Business process improvements are sought on a consistent basis in any industry and the banking industry is now exception. And because many of these process changes are initiated by frontline employees like Tellers, your interviewer is looking to hear that you will always have an open eye toward seeing improvements. As you answer this question, while there is no right or wrong answer, use a methodical approach in answering how you would approach this situation hypothetically. If you have a time that you did just this, be sure to explain that to your interviewer as well and walk through your thought process in that situation.

"In my current role, I did just this a few months ago when I noticed that our triaging of incoming phone calls with customers wasn't as efficient as it could be. On my own, 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 week's 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 definitely paid off in regard to internal efficiency and customer satisfaction when we implemented a new system after some tweaking to my draft. With Keybank, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."

What are one or two of the aspects that you think you would love about our Teller job at Keybank?

"The biggest thing that I am most excited for in this role at Keybank is the opportunity to now interact with customers on a face to face basis. As a people person by nature, I've felt so held back working for the last four years 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 that people encounter when they come to handle their personal business at Keybank."

While your interviewer is asking this question to verify that you understand the role and life with Keybank, this is your opportunity to sell your skills and abilities to your interviewer as well. As you prepare for this question, think of your best skills that you find the most enjoyable to yourself and match them with the aspect of this job. As you answer, speak with passion about the aspects you will find the most enjoyable and explain why those aspects will be vital to your success in this role.

"After talking with my cousin that has been a Bank Teller for her entire career, I know that 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 give me the opportunity to help them troubleshoot issues and find solutions for them."

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

"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 Keybank, I'd look forward to helping be this differentiating factor for existing and future customers."

The customers are the lifeblood of a bank and without them, Keybank 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 Keybank. In the end, make sure that your interviewer walks away from your conversation confident in your ability to provide the best customer service possible.

"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 Keybank 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 Keybank."

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

"As with any team that I have worked on in the past, my priority is knowing that everyone has an important piece in the overall success of the team. In customer service, this is knowing who to contact with the right questions and who to guide customers to when needed. This ensures that our work is done efficiently on our end of things and that our customers are handled efficiently and effectively. If hired here at Keybank, my first goal would be to get to know everyone on the team that I would work with, what their roles are and how to best communicate with them."

At the heart of this question falls your interviewers need to determine how well you will work with others on the team at Keybank. You will be working with high level advisors and managers that are under a lot of pressure to perform in their jobs and your communications with them will either alleviate some of that stress or add to it. To ensure that your interviewer walks away from your conversation knowing that you are a team player that keeps the end goals of the company in mind, focus your answer on your effective communication skills, your knowledge of everyone's role on the team and your knowledge of what your role on the team will be.

"My top quality is my ability to communicate, both verbally and through writing. I have excellent interpersonal speaking and listening skills and my past colleagues have always appreciated this. Here at Keybank, your clients would appreciate this in my work as well. I am a very efficient and effective written communicator as well and this would be very beneficial at a company like Keybank, where your offices are spread throughout the country and I can imagine that email communication is vitally important."

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

"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."

As a Personal Banker with Keybank, 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.

"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 Keybank, this ability would greatly help your customers that are in need of personal banking advising."

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

"As in my current industry, I understand that your customers here at Keybank 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."

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.

"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 Keybank."

As a Personal Banker at Keybank, how would you select products to suggest to our customers?

"To do this effectively, I would rely on my ability to get to know my customers and their needs and I do this through confident and friendly conversation with them. Once I know their needs and goals moving forward, I can then take a wise approach to our product base to get them involved with the products that help them meet their goals. Last year, I did this with a customer that I had over a years worth of history with. Through both email and in-person conversations, I learned that early retirement was definitely a goal of his and I used the benefits of our IRA accounts to help him open one and thrive moving forward."

At the heart of the role of a Personal Banker falls your ability to use your sales skills and customer service skills to match products that best suit each individual customer's needs. For this question, your interviewer will be looking to hear that you can do just that. As you answer this question, highlight your ability to learn and know the entire catalog of financial products you would have at your disposal and then switch to your sales skills mode where you talk about tailoring packages to each individual based on their needs. To really sell your interviewer on your ability, try to use a real world example where you used features and benefits to meet someone's needs in a sales related situation.

"If hired for this role at Keybank, my first goal would be to learn the entire package of personal accounts, savings, loans and investment products that customers here can take advantage of. Armed with that knowledge, I would then rely on my ability to get to know my customers and what they find important to them to help them grow and thrive into the future. I believe that my background in sales will help me to match the great products here at Keybank with each individual's needs because I've done this in both the automotive sales industry and the food industry."

What are your top three strengths? How will you use them to make an impact at Keybank?

"I have exceptional attention to detail and great communication skills. I am also quick to solve problems, which helps me handle customer issues with ease. These strengths will help me to build relationships and maintain customer satisfaction."

Reviewing the job description and the company website will give you some direction on which qualities Keybank values most. Share your most valuable strengths. Think about them within the context of the position. You can refer to the list of responsibilities within the job description as a guide. Explain how your strengths will help you to accomplish these tasks; and better yet, help you to exceed expectations.

"I plan to make an impact at Keybank through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."

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

"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."

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 Keybank 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.

"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 Keybank if hired for this role."

In your opinion, what are the benefits of banking with Keybank?

"I always have a great experience whenever I visit one of your branches. As a customer of Keybank I am impressed by the consistency and care of the bank tellers. I also love how easy it is to access my account online and make updates to my credit card whenever I travel. The level of service that is demonstrated in Keybank values is evident."

The interviewer wants to be assured that you have done your research on Keybank. Review their website to find out more about their products and services.

"After researching Keybank products, and what your customers are saying, I believe that the benefits of banking with Keybank include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."

Tell me about a goal you achieved. What steps did you take to get there?

"Early in my career, I strived to get to know the banking and thrifts systems from a 360-degree view. I worked hard to partner with my peers in learning how their roles contributed to the whole 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 Keybank and am excited for the opportunity to do so."

The banking industry offers a variety of opportunities to those who are motivated. Keybank is seeking individuals who think about the future and aspire to be successful in everything they do. Think about something you accomplished through hard work and dedication.

"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, through spending a lot of time in online studies, between working as a bank teller. I am very proud of the discipline and dedication I was able to put towards this goal."

How would you deal with an irate customer?

"I had a customer complain about having to wait in line for so long on a busy Monday morning. She was so upset because now 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, ensuring her I would move as quickly as I could to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."

In the banking industry, keeping customers calm is a much-needed skill. This is where your relaxed demeanor and ability to empathize will come in handy. Keybank wants to hear about a situation where you used your customer service skills to handle an angry customer.

"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."

What do you know about our services here at Keybank and why do you feel we'd be a great place to work?

"As a well known and reputable bank, 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 Taller, I was really attracted to your core values of making a difference and taking ownership. As a person that has the desire to be emotionally invested into 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 Keybank, I would give it my all to e accountable to your customers in making a small difference in their day."

With this question, your interviewer is looking to see that you have done your prep work and research on the company for this interview while also looking to hear why you feel they are set apart from their competition in the banking industry. Most banks have very similar operating structures and company cultures, so be sure that you try to differentiate Keybank from their competitors in your answer. If possible, try to relate your answer to the organization's mission statement and or core values that would be found on their website.

"What I really love about Keybank and what draw me this role here is your commitment to community service and being an advocate 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 really feel great about the things that you do to be better for them. As well, 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 Keybank."

If hired for this role with Keybank, how would you handle a large workload of clients working through a mortgage process?

"In my current role, I'm able to handle a very large workload with my ability to stay organized on the job. If you could take a tour of my office, you'd see that I maintain a neat and clean 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 tasks function within the program helps me stay right on track with all of my clients I am working with at a given time."

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 organization skills on the job. In your answer, talk about the skills you have and the tools that you use to stay organized and on-track while handling a large workload. Don't hesitate to talk about the software programs that you use and any other tactics that you use to ensure that all deadlines are met and no issues occur with clients because of too large of a 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 Keybank.

"During my time working a large client load as a mortgage consultant, my success was due to my efficiency and organization on the job. If hired for this role with Keybank, my efficiency would be very high because of my experience with the entire mortgage loan closing process and my ability to handle certain challenges quickly with that experience. From there, my organizational skills within the loan process software I have experience with kick in to help me keep each client on track with their loan process."

To get to know what type of leader we'd be hiring at this branch of Keybank, how would you describe your management style?

"I take a very well rounded approach with my team that is both personable and professional and I've honed this approach through my time and experience as a senior leader. I take the time to get to know my staff and their work preferences so I can effectively delegate work as needed. I know that I am the authority for my team and I always keep an open door policy for them to approach me when needed."

With your interviewer looking to hear your thoughts on what type of leader you will be, make sure not to use generic labels of different leadership styles. Rather, try and remain focused on your ability to build and maintain an effective team based atmosphere as the success of any branch at Keybank will rely on the Branch Manager's ability to do so. From there, talk about your specific skills and abilities that will really be able to foster that team atmosphere to promote branch growth and employee satisfaction moving into the future.

"I consider my management style to be a very adaptive one and I say adaptable in that I am able to cater my approach to each unique team member and each unique situation. I pride myself on promoting a fully functional team environment and I like to allow others to be part of the decision making processes. But when necessary, I can make crucial decisions and communicate those decisions with my team in an educational and firm manner."

Keybank Interview Questions

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1. Our clients here at Keybank 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?
2. Tell me about your education. How has it prepared you for this opportunity with Keybank?
3. What are your thoughts on working in a position here at Keybank that had a lot of routine tasks each day?
4. Suppose you were on the job here at Keybank and a customer came in to complain about a fee charged for an overdrawn account. How would you handle the situation with that customer?
5. Do you have any experience or knowledge in detecting counterfeit cash or checks?
6. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?
7. At Keybank, we value diversity in our customer base and on our team. How do you work effectively with people from different backgrounds ?
8. What ideas could you bring to Keybank to help grow revenue in this branch?
9. Tell me about your cash handling experience.
10. Give me an example of how you keep track of details while engaging in conversation.
11. Talk about your experience in mortgage loan closing. How would this experience be beneficial to our team here at Keybank?
12. In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service.
13. If working here at Keybank in this role and you found a more efficient way of handling a job duty or process, what steps would you take in order to ensure that your idea was heard?
14. What are one or two of the aspects that you think you would love about our Teller job at Keybank?
15. In your mind, why is it important that Keybank focuses on customer service?
16. We pride ourselves on teamwork here at Keybank and this role in Client Services relies on teamwork. What are the top qualities you would bring to a team based atmosphere here?
17. At Keybank, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?
18. As a Personal Banker with Keybank, why is providing tailored customer service important? How would you make this a priority if hired for this role?
19. As a Personal Banker at Keybank, how would you select products to suggest to our customers?
20. What are your top three strengths? How will you use them to make an impact at Keybank?
21. In your own personal life, what banking products do you use and what benefits do you see in using them?
22. In your opinion, what are the benefits of banking with Keybank?
23. Tell me about a goal you achieved. What steps did you take to get there?
24. How would you deal with an irate customer?
25. What do you know about our services here at Keybank and why do you feel we'd be a great place to work?
26. If hired for this role with Keybank, how would you handle a large workload of clients working through a mortgage process?
27. To get to know what type of leader we'd be hiring at this branch of Keybank, how would you describe your management style?

Keybank Interview Questions

1. Our clients here at Keybank 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?

2. Tell me about your education. How has it prepared you for this opportunity with Keybank?

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

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

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

6. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?

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

8. What ideas could you bring to Keybank to help grow revenue in this branch?

9. Tell me about your cash handling experience.

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

11. Talk about your experience in mortgage loan closing. How would this experience be beneficial to our team here at Keybank?

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

13. If working here at Keybank in this role and you found a more efficient way of handling a job duty or process, what steps would you take in order to ensure that your idea was heard?

14. What are one or two of the aspects that you think you would love about our Teller job at Keybank?

15. In your mind, why is it important that Keybank focuses on customer service?

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

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

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

19. As a Personal Banker at Keybank, how would you select products to suggest to our customers?

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

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

22. In your opinion, what are the benefits of banking with Keybank?

23. Tell me about a goal you achieved. What steps did you take to get there?

24. How would you deal with an irate customer?

25. What do you know about our services here at Keybank and why do you feel we'd be a great place to work?

26. If hired for this role with Keybank, how would you handle a large workload of clients working through a mortgage process?

27. To get to know what type of leader we'd be hiring at this branch of Keybank, how would you describe your management style?