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Mashreqbank PSC 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

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

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Mashreqbank PSC Interview Questions

  1. 1.

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

      As a Loan Consultant with Mashreqbank PSC, 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 Mashreqbank PSC.

      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 Mashreqbank PSC, 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 Mashreqbank PSC."

  2. 2.

    At Mashreqbank PSC, 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.

      In the financial services industry, overall client experience is a major predictor of business growth and the team at Mashreqbank PSC takes the overall client experience seriously. For this question, your interviewer will be looking for you to expand upon your customer service experience past what they can see from your resume. To seal the deal for your interview, try to talk about times that you have went above and beyond the call of duty to provide the best service possible for a customer.

      Ryan's Answer #1

      "Over the past five years in my current role in customer service, my number one mantra has been to create the most personalized experience possibl for each person. I have done this by taking the time to get to know the customer, find out what their needs are and creating an experience unique to them. Where my time in automotive sales has really prepared for this role with Mashreqbank PSC is in this approach. If hired for this role, I know that I will be relied upon to use open and honest communication skills, time management skills and to take a empathetic and personalized approach with each client and I can definitely be relied upon to do that."

      Ryan's Answer #2

      "In my years in a front facing customer service role, I've prided myself on being the face of the franchise. More often than not, my interactions with customers can be the difference between a repeat customer and a person who never comes back again. To ensure repeat customers, I make sure that I am knowledgeable about our products and services, I'm proactive with their needs and I'm always accountable for any mistakes that are made on my organization's side of things. If given the opportunity to join the team here at Mashreqbank PSC, I will work hard to be highly educated in your services and be proactive and accountable in every interaction that I have."

  3. 3.

    What is your experience in managing an overall performance appraisal process for your staff?

      While your interviewer can see that you have employee management in your experience from your resume, this question is allowing you to really get into detail about what experiences you have in working through a performance appraisal process with your staff in the past. While being open and honest in your experiences, try to highlight your ability to use fair judgement in writing performance appraisals and highlight any technologies that you've used to help manage the performance of your team. As well, don't hesitate to discuss any of the difficult conversations you've had in the past with your staff as Mashreqbank PSC will look to you to be an effective part of this process as their next Branch Manager.

      Ryan's Answer #1

      "In my current role, I manage a team of 13 employees and our policy is to conduct appraisals near a staff member's hire anniversary. I'm a firm believer that writing an appraisal takes preparation throughout the year by documenting performance. When it comes time to writing the appraisal, we use an online performance management system that makes organizing details within the appraisal really nice. I always block time on my calendar to take the time needed to focus on putting detail to paper and don't rush through it because feedback is so important to improving the performance of my entire team."

      Ryan's Answer #2

      "As you can see from my resume, I have over 10 years of management experience and within that experience, I have a lot of experience in the performance appraisal processes for my staff. I take the approach of using a fact and documented based approach with my staff rather than personal opinion. Being in a very volatile and high turnover industry right now, evaluating my staff on tangible factors is very important. Throughout my career as a manager, I've had to have many difficult conversations with staff that were put on performance improvement plans based on their annual reviews and am comfortable having these conversations in a professional, yet personal manner."

  4. 4.

    On the finance side of Mashreqbank PSC, 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 Mashreqbank PSC. 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 Mashreqbank PSC 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 Mashreqbank PSC 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."

  5. 5.

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

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

      Ryan's Answer #1

      "I always have a great experience whenever I visit one of your branches. As a customer of Mashreqbank PSC 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 Mashreqbank PSC values is evident."

      Ryan's Answer #2

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

  6. 6.

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

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

      Ryan's Answer #1

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

      Ryan's Answer #2

      "In my current position, I work with customers from all different nationalities and walks of life. As a very young adult taking this job from a small, non-diverse town, it was intimidating at first to me. But from day one on that job, I've really grown to appreciate and see that connecting with individuals that are different from me is beneficial to society as a whole. If hired in this role, I understand that I would be working with a very diverse customer base and I'd be able to do so in a very empathetic and understanding manner."

  7. 7.

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

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

      Ryan's Answer #1

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

      Ryan's Answer #2

      "For me, an end goal, customer focused approach is important in any work that I do and it is extremely important for very routine tasks. While my current position has a lot of routine tasks that I handle every day and week, understanding why these tasks are important helps me to stay on track and on time with them. If hired to join the team at Mashreqbank PSC, 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."

  8. 8.

    Are you familiar with KYC and how it impacts our business at Mashreqbank PSC?

      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."

  9. 9.

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

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

      Ryan's Answer #1

      "During my time working as a cashier in high school, I have used the counterfeit pen for bills that were $20, $50 and $100. As well, I have received briefing on new currency when it is released, like the new bills with the holographs in them. If hired for this role, I'd look forward to being trained and learning more about the advancements in counterfeiting and how this role would help negate that."

      Ryan's Answer #2

      "While I don't have hands on experience handling cash or check transactions in my prior work, I am familiar with the ways that the treasury department is marking bills now to prevent counterfeiting. I would know how to look for specific watermarks on each bill, the raised printing and the color-shifting ink on the numerals in the lower right corner. If hired on the team here at Mashreqbank PSC, 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."

  10. 10.

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

      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 Mashreqbank PSC 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 Mashreqbank PSC because you are customer service focused while also needing employees who understand banking related concepts and calculations."

  11. 11.

    What do you know about Mashreqbank PSC?

      Mashreqbank PSC makes it easy to find out basic company information by simply browsing their website. You can also search employee reviews to learn about experiences interviewing and working there. Share a few of the facts you learned from researching the company.

      Ryan's Answer #1

      "I was impressed by the variety of services you offer your customers, and the mission statement at Mashreqbank PSC. I found the mobile app extremely user-friendly, and I like the new features that help customers save money."

      Ryan's Answer #2

      "I've read great things about working there and I'm excited for the opportunity to work in such a fun environment.Your employee reviews are strong and I understand that you spend a lot of time with community outreach programs."

  12. 12.

    If working here at Mashreqbank PSC 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?

      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.

      Ryan's Answer #1

      "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 Mashreqbank PSC, 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."

      Ryan's Answer #2

      "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 Mashreqbank PSC, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."

  13. 13.

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

      While your interviewer is asking this question to verify that you understand the role and life with Mashreqbank PSC, 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.

      Ryan's Answer #1

      "The biggest thing that I am most excited for in this role at Mashreqbank PSC 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 Mashreqbank PSC."

      Ryan's Answer #2

      "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."

  14. 14.

    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. Mashreqbank PSC 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."

  15. 15.

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

      Think about what customer service means to you. Making the customer happy and receiving positive feedback are great examples! Mashreqbank PSC 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.

      Ryan's Answer #1

      "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."

      Ryan's Answer #2

      "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 Mashreqbank PSC."

  16. 16.

    If a client here at Mashreqbank PSC were to be denied the financing that they desire, how would you handle that situation?

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  17. 17.

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

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  18. 18.

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

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  19. 19.

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

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  20. 20.

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

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  21. 21.

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

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  22. 22.

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

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  23. 23.

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

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  24. 24.

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

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  25. 25.

    Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?

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  26. 26.

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

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  27. 27.

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

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