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Leeds Building Society 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

How would you deal with an irate customer?

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Leeds Building Society Interview Questions

    1.

  1. How would you deal with an irate customer?
    • 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. Leeds Building Society wants to hear about a situation where you used your customer service skills to handle an angry customer.

      Ryan's Answer #1

      "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."

      Ryan's Answer #2

      "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."

    2.

  1. Here at Leeds Building Society, we strive for continuous delivery and continuous deployment with our software. Are you familiar with these processes in your current work?
    • In the industries that Leeds Building Society works in, updates to software are vital to end users for them to stay at the forefront of their business. To ensure that updates happen as quick and smoothly as possible, Leeds Building Society utilizes continuous delivery and continuous deployment for their customers. For this question, talk about what you know about these processes as a software architect, why they are important and what experience you have with them.

      Ryan's Answer #1

      "In my current role, we utilize a 100% continuous deployment process with our end users when we role out new changes to existing software. We use automated testing in our process to validate that code changes are correct and able to be deployed without issue. Once validated, changes are automatically rolled out to our end users. Having once utilized a continuous delivery system, I am very appreciative of working in an environment utilizing continuous deployment as it negates any need for human intervention in the roll out."

      Ryan's Answer #2

      "In my current position, we've slowly grown from a continuous integration process to a continuous delivery process. I love the automated testing process when we are looking at rolling out new changes to existing software and my role as the architect for our projects puts me in the drivers seat for sending out these changes. If hired for this role here at Leeds Building Society, I'd be very intrigued at learning and working with continuous deployment practices as well."

    3.

  1. Accuracy is of utmost importance to the customers here at Leeds Building Society. Have you ever had a time where you had a to admit to a mistake on the job surrounding accuracy?
    • A person's finances are one of the most important things in their life and a mistake can certainly hit very close to home for them. For this question, your interviewer will be looking to get a solid judgement of your honesty and integrity if you should make a mistake with a customer by having you talk about a time you had to do this in the past. In your answer, be open and honest about the situation while focusing both on what you did to resolve the issue and what lesson you learned moving forward that you can bring to the team at Leeds Building Society.

      Ryan's Answer #1

      "Working in retails sales, my busiest days can be quite hectic with customer lines reaching throughout the store. A few months ago, I had finished ringing up a customers large order and taking her payment. When the next customer approached, she informed me that the pillows she was purchasing were buy two, get one free and I realized that the previous customer hadn't received that deal. I called a colleague over quickly to run the register while I ran out to the parking lot to catch the customer. Luckily I did, and she came back in so I could refund her the price of one of the pillows. She was very thankful! Looking back on that situation, I hadn't noticed the daily deal during our morning huddle and I take full responsibility for that. From that point forward, I always kept a note with me at the register on the daily deals so I wouldn't miss one again."

      Ryan's Answer #2

      "During high school, I worked for a CPA that was a family friend handling pretty simple data entry tasks. One night, as I was laying in bed, I realized that I had made an error in entering figures into a wrong column in the program that the CPA was using. Not wanting to lose sleep over this, I made myself a note next to my alarm clock and called the CPA the next morning upon waking up. He was very appreciative of my effort to contact him as soon as possible and we made plans for me to fix the error during my scheduled time the following week."

    4.

  1. Tell me about your education. How has it prepared you for this opportunity with Leeds Building Society?
    • 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.

      Ryan's Answer #1

      "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 Leeds Building Society and advise clients on important financial decisions."

      Ryan's Answer #2

      "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 Leeds Building Society because you are customer service focused while also needing employees who understand banking related concepts and calculations."

    5.

  1. Do you have any experience in handling and working with large amounts of money?
    • This role as a Teller with Leeds Building Society will at times put you in charge of handling and accounting for large sums of money. While your interviewer can likely assume any experience you have based on your resume, they'll be looking to hear directly from you what experience you do have in doing this. While you talk openly and honestly about your experience, or even lack thereof, make sure to talk about the importance of accuracy and security surrounding the handling of large amounts of cash. Your interviewer will be looking to hear that you take both of these points very seriously if you are hired for this role.

      Ryan's Answer #1

      "As you can see from my resume, my retail experience heavily involved running a till in a very large department store for six to eight hour shifts. At the beginning of each shift, I was responsible to counting my starting till to verify the amount matched our standard for starting tills. Then, at the end of each shift, I had to tally all cash and checks in my drawer and balance against my receipt log for the shift. Especially around the holidays, I was often handling drawers with over $10,000 cash in them at the end of my shift. From the start of that job, I was trained on and have always prioritized being very safe with my cash register, never leaving it unlocked and unattended. As well, the skills that I learned in tallying my drawer quickly at the end of each shift would be very beneficial in this role for me."

      Ryan's Answer #2

      "In my current role with XYZ Bank, my workdays are spent at a very busy metro area branch where I am running on my feet all day long. I take a lot of large business deposits on a daily basis and follow all organizational policies on counting and depositing cash into accounts for business clients. Some days these deposits are very large. Over time, I've become very proficient at counting cash and using our Accubanker money counting machine. I follow very strict policies on the safe and secure handling of cash and while sometimes those policies can make processes take a bit longer, I fully understand and agree with their purpose."

    6.

  1. Talk about your experience in mortgage loan closing. How would this experience be beneficial to our team here at Leeds Building Society?
    • As a Loan Consultant with Leeds Building Society, 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 Leeds Building Society.

      Ryan's Answer #1

      "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 Leeds Building Society, 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."

      Ryan's Answer #2

      "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 Leeds Building Society."

    7.

  1. What are your top three strengths? How will you use them to make an impact at Leeds Building Society?
    • Reviewing the job description and the company website will give you some direction on which qualities Leeds Building Society 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.

      Ryan's Answer #1

      "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."

      Ryan's Answer #2

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

    8.

  1. Here at Leeds Building Society, we ask our test engineers to follow specific QA protocols. What role do you feel QA plays in software development and testing?
    • As an experience software testing engineer, quality assurance should be ingrained in your brain and your interviewer is looking to get a sense of your personal feelings towards it in your work with this question. In your answer, be sure to highlight QA's importance in reducing errors, maintaining specifications, testing failure parameters and preventing defects from occurring. In the end, make sure that quality is your mantra in the eyes of your interviewer by giving an example or two of how you put QA in the forefront of your work.

      Ryan's Answer #1

      "As a test engineer, I take great pride in my role of ensuring that systems go out to consumers as error free as possible. In my current role, I take the time to learn all of the system specifications that are laid out by our design engineers and customize my testing to follow those specifications."

      Ryan's Answer #2

      "In my work throughout my career, quality assurance in my testing was an every minute of every day job on my part. While creating effective testing processes on new software is extremely important in following QA protocols, the recording of defects, issuing of reports and assisting the designers on fixing issues are equally important parts of the process that I'd love to let shine here at Leeds Building Society."

    9.

  1. If you were on the job here at Leeds Building Society and noticed that a change in process or procedure could be beneficial, how would you approach that with your supervisor?
    • This question allows your interviewer to gain insight into a few different things about how would you work as part of the team with Leeds Building Society. First, they'll be looking to gauge your ability to see possibilities for improvement, so try to think of a time that you did just that in the workplace. They'll also be looking to hear that you are always willing and able to approach your supervisor in a constructive manner. When answering this question, be sure to stress to your interviewer that being complacent won't be on your agenda if hired for this position.

      Ryan's Answer #1

      "Knowing that a workplace continuously changes when it comes to customers and products, I as an employee need to be fluid in how I work and I am continuously looking to do things more efficiently. In my current role, I approached my manager last year about reconfiguring our customer lobby area to accommodate more customers while also being handicap accessible. He thanked me and took the idea to our leadership team and within weeks new furniture arrived and an unnecessary wall was removed."

      Ryan's Answer #2

      "I wouldn't hesitate to approach my supervisor with any creative ideas if hired on the team here at Leeds Building Society. With any supervisor I've had in the past, I've always appreciated an open door policy as staff on the front lines of the business are able to best see that need for small or large changes. Recently, I approached my supervisor with a great new idea that would help boost customer sales in our retail store. With not having the confines of a chain outlet, he let me lead a team of individuals to implement the change in the store. What we did was choose a high profit item each week and place it on display in front of the cash registers to promote an impulse buy at the register. Through the initial weeks of trialing this, sales numbers for the products each week more than doubled prior weeks when not on display."

    10.

  1. What do you feel are the primary features and benefits of the Java programming language?
    • As a company that utilizes Java, Leeds Building Society and your interviewer want to make sure that you have an understanding of the Java programming language and they do so by asking this question. Obviously a language packed with unique features, talk about the features that you can speak the most knowledgeably about and tie your direct experience to.

      Ryan's Answer

      "When I started working with Java three years ago, the first huge benefit was the fact that the Java syntax was based on C++. At that time, I had a great working knowledge of C++ and my transition to Java was absolutely seamless. The other amazing feature that I've come to appreciate with Java is how robust the memory management is in exception handling and automatic garbage collection."

    11.

  1. If hired here at Leeds Building Society to develop iOS and Android software, when would you use a fragment rather than an activity?
    • In the development of apps for both iOS and Android, using code to create an activity versus a fragment is a highly debated topic to this day. For this question, your interviewer is looking to hear that you understand what the differences between the two are and when you feel that using a fragment is the proper direction to go. Make sure to speak to the high level overview of what an activity does to an app versus fragments.

      Ryan's Answer #1

      "As a best practice in my development of Android apps in the past, activities are really the complete screen that a user experiences as part of the app. Fragments are really small sub activities that take place within the activity. Because fragments within an app have their own life cycle and receive their own input events within the app, there are specific times where fragments make the most sense to use in development. In my experience, I always use fragments when the app is working with UI components that are going to be uses across multiple activities within the app. As well, fragments have also served very well when using swipe views within the app."

      Ryan's Answer #2

      "In the past year, I honestly don't recall designing a new app that ran solely on an activity alone. The fragments are almost necessary today to bring life to an app. I use retained fragments to persist across activity restarts within the app and this helps make a user friendly experience for our end users."

    12.

  1. Do you have any experience working with banking teller software?
    • While having direct experience in a bank setting working with related software is great in helping minimize training time when you would start on a job, it is not necessarily a requirement for the job. Banking software programs often resemble other accounting type software as well. What your interviewer will be looking to hear in the answer to this question is that you have familiarity in working with a few different types of software programs and have the flexibility to learn and thrive new systems. Talk in details about the types of programs you have mastered in your career and make sure that your interviewer walks away from your interview knowing that you will be able to master their system in short order.

      Ryan's Answer #1

      "While I don't have direct experience utilizing Teller software, I am confident that I can quickly and efficiently learn your system if hired for this role with Leeds Building Society. In my current role, I've mastered two different CRM software systems. In my role, I entered new customer information and maintained the systems with any changes needed over time. As well, I became very proficient at providing up to the minute, customized reporting to leaders that would request it."

      Ryan's Answer #2

      "Throughout my time with my current financial institution, I have worked proficiently with the Oracle FLEXCUBE program and MX for Banking software. With each program, I was able to learn and master the programs quickly. Right now, I serve as the trainer that works with new tellers for three of our branches. During the training sessions, I spend up to four hours with our new hires to help them learn the systems."

    13.

  1. If a customer posed a problem that you were unable to solve on your own, how would you handle that situation?
    • A bank is a serious and professional environment and every once in a while, a customer comes with an issue that is well beyond a Teller's ability to handle. For this question, your interviewer is looking to hear that you will handle these customers with the respect and ease necessary to ensure their satisfaction in service of the institution. Whether you'll be dealing with a customer that received poor service at some point or was dealt a mistake by the organization, your interviewer will be looking to hear that you have the ability to remain calm and treat customers with the respect that they deserve while making all attempts possible to solve their issue. In your answer, talk about your ability to use your communication skills to your advantage and how you use teamwork to solve problems at any level. Any real world example that you have would be good to talk about as well in your answer.

      Ryan's Answer #1

      "If ever faced with that situation here at Leeds Building Society, I would first hear the customer out and then repeat back to them what I heard them say. In using a calm voice, I would be very forthright with them if I was not able to handle their situation and have them take a seat while I found the best person to work with them given their issue. While I would have a lot to learn regarding the duties of each individual on the team here at Leeds Building Society, it is something that I would prioritize in my first days on the job so I would be able to troubleshoot issues quickly with customers. At any company, teamwork is of utmost importance and knowing who does what is a key to making the whole operation run smoothly."

      Ryan's Answer #2

      "In my current job, this is a regular situation that comes up for me as I handle incoming customer calls to our office. While I can handle most calls on my own, sometimes I get customers that call that are very upset with the services provided by our field technicians or the products that we installed. During those calls, I need to take a genuine approach and sympathize with the customer and give our company promise to make it right. By knowing our whole team, I can then put the customer in contact with the appropriate technician or manager. I have access to schedules of our entire team and use that to set timelines for follow up with customers as well. I think these skills will translate nicely to this role here at Leeds Building Society if I were to be hired."

    14.

  1. Give an example of a prior job duty you held that required serious organizational skills. What did you learn from that experience that you'll be able to bring the team here at Leeds Building Society?
    • The daily life of a Teller at Leeds Building Society will require you to multi-task and handle many different duties within the day. You'll need the ability to move from task to task quickly and proficiently and your interviewer knows that the best way to do that is through solid organizational skills. To prove to your interviewer that you will be flexible and able to handle all of the given tasks in a workday, talk about a previous job that required these exact skills. In your answer, try to highlight all of the duties you were required to handle and explain the little things that you did that helped keep you organized and on track while working through each task.

      Ryan's Answer #1

      "In my current role as a Customer Service Associate with ABC Sales, I am really the jack of all trades around our office. My duties include being the first line on phone contact for any incoming phone calls to our office, being the first face a customer sees when they walk in the door and managing our general email inbox. During our busier times of the year, I can be flooded with customers on all three channels. To stay on track and focused with each customer, I prioritize the in-person customers first and foremost and then handle incoming phone calls when they arrive. When able to, I triage email inquiries as needed. At times, I utilize a notebook and my Outlook tasks list to jot down notes if I need to put something off for a more urgent matter to ensure that I don't forget it moving forward. Similar to what I'm doing now, I think the hustle and bustle of the bank lobby would require this same ability to jump from task to task with ease and I'm confident in my ability to do so."

      Ryan's Answer #2

      "Growing up, I ways taught at an early age that tidiness is the key to staying organized and I will say that I'm kind of a neat freak when it comes to maintaining my work area. In my current job, my duties often put many tools and huge amounts of paperwork in my work space and it can become easily cluttered throughout the day. By taking little moments here an there to file and put things away, I'm able to avoid the hassles that come with not being able to find something necessary to handle the next duty at my fingertips. If hired here at Leeds Building Society, I think this skill would be essential in helping me work with each customer in an accurate and efficient manner throughout each day."

    15.

  1. Customer service is the name of our game at Leeds Building Society. If hired for this role, how would you be able to provide the best customer service possible to our clients?
    • While following all of the steps of a mortgage process and handling client inquiries along the way is the foundation to success in this position, you will be relied on to provide the best customer service possible to all clients because the mortgage section at Leeds Building Society is just one small piece of the pie in their business. If a client feels like they weren't handled with respect and compassion, they could take all of their business elsewhere and see an impact financially because of it. To show that you can provide top-notch customer service in this role, talk about how you provide a personalized experience for the clients you work with and talk about the interpersonal skills you possess that make this possible.

      Ryan's Answer #1

      "With any customer that I work with, I take the time to get to know them and listen to their thoughts, concerns and questions right from the start. I like to hold what I call an intake session to listen to all of these things. After hearing each customer out, I then talk about what I can do to alleviate their concerns and answer their questions right from the start. From that point forward, my customer service skills go the extra mile by staying in constant communication with my clients through either email or phone because I feel that over communication is important right from the start. As human, we have a desire to know what is happening all of the time and I make time to do this for my clients. Last, my customer service starts and ends with a positive attitude and a smile on my face. I take pride in being a front facing representative of my company and work my tail off to ensure that customers know that my company is there for them."

      Ryan's Answer #2

      "In my experience, provide the best customer service comes down to doing the little things right. While often overlooked by some in our industry, a smiling face and simple conversations to get to know your customers can go a long way towards building a foundation for a great long-term relationship and I don't take these little things lightly. Even though I may be experiencing a huge workload or stress somewhere else on the job, I am focused and happy when I am face to face or on the phone with the client. At those times, they deserve 100% of my attention and focus and they get that every single time."

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