30 MasterCard Interview Questions & Answers
Below is a list of our MasterCard interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Behavioral
1. How comfortable are you selling products to MasterCard clients?
What You Need to Know
Most sales positions come with targets and goals. To be successful in this role, you should feel comfortable talking to customers about the variety of products available. If you have little work experience, it is okay to ask the interviewer for more detail on what the expectations will be in this role, as long as you shore it up with the confidence that you'll pick things up quickly and will be able to perform effectively in this role.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I am thoroughly confident that once I'm up to speed, I will be able to hit any targets I'm given. I have a wealth of experience in sales, both services-based and digital-based products, and I am very comfortable working with customers to identify their needs. l plan to deliver top-rate customer service and help our customers identify their needs for MasterCard's product line. Once my product training is complete, I'll be selling and cross-selling those valuable products to Mastercard's deserving customers."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I have every confidence in MasterCard's excellent training program. Once I complete my on-the-job training, I have every confidence I'll introduce Mastercard's fine line of products to their valued clients."
Written by Kevin Downey on June 7th, 2022
Behavioral
2. What is the most helpful piece of customer feedback you have received lately?
What You Need to Know
Any successful brand values its customers and their feedback. When a customer is generous enough to deliver feedback, it holds value. It is a prime opportunity to learn and grow. The hiring authority wants to see that you are open to feedback and take action when you receive it.
Discuss one piece of helpful feedback, formal or informal, that you received from a customer. If you are new to your career, you can refer to an example from your post-secondary career or volunteer work.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"A customer recently commented that I spoke too quickly for them to understand what I was saying. When I get into a groove, I talk and move fast, so I appreciated this customer for bringing it to my attention. I started recording myself reciting my sales scripts, practicing 30 minutes per day, focusing on slowing down, and ensuring my cadence was at a more relatable level. I even noticed a slight uptick in my KPIs since I put this into practice."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"Recently, the most helpful feedback I received came from my professor in one of my business classes. He asked me to dig deeper and tackle topics in my papers that were not in my wheelhouse. He wanted me to stretch myself further. I agreed and wrote my last paper on a topic entirely new to me. This suggestion was great because it forced me out of my comfort zone and challenged my research and writing skills at the same time."
Written by Kevin Downey on June 7th, 2022
Behavioral
3. How do you feel about credit cards?
What You Need to Know
Billions of people worldwide lean on credit cards for their purchasing power every day. The interviewer wants to know if you can sell credit card services without moral hesitation. They want to know if you appreciate what the credit card industry has to offer, that you are conscious of the drawbacks when not approached responsibly, and understand why some people have a love/hate relationship with their credit cards. Discuss your thoughts on why they are necessary and why it's essential to maintain a healthy relationship with them.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I understand it's easy to get into trouble with credit cards. However, when used as intended, they're a benefit for several reasons, like the rewards people can take advantage of, including flight rewards or cash back, not to mention their ability to help people boost their credit scores and credit history. Credit cards are also an invaluable source in an emergency."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I love my credit card. I use it for everything and pay it before the end of every month, which allows me to accumulate flight rewards. When we use credit cards as intended, they are great! They are easy to abuse, especially if you don't play according to the rules. So I believe every credit card customer must be smart when approaching their monthly repayment plans."
Written by Kevin Downey on June 7th, 2022
Behavioral
4. MasterCard does a complete background check on all candidates, including a credit check. Do you have strong credit and a clean criminal record?
What You Need to Know
As an employee of MasterCard, you will be privy to a lot of sensitive information, so you must be trustworthy. Therefore, a clean criminal record is a must. Also, most companies in the financial and credit card service industry require strong credit scores from their employees. Answer this question truthfully and with full disclosure.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I'm more than willing to comply with any background check required. I have a clean criminal record and believe my credit score is above average. It was around 790 when I last checked. I've been working hard to build my credit score over the past few years."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"My criminal record is clean. However, I do not have a lot of credit history. What I do have is positive, but I am currently working to build my history further. When taking a responsible approach, it takes a bit more time starting from scratch."
Written by Kevin Downey on June 7th, 2022
Behavioral
5. What does it mean to be a persuasive person? Do you think you are persuasive by nature?
What You Need to Know
The power of persuasion in sales is essential to customer service and the finance industry. A finance and credit professional uses persuasion to pitch and influence. This doesn't translate to being arrogant and aggressive or coercing someone into doing something which makes them uncomfortable. Discuss your interpretation of persuasion and your ability to be persuasive when necessary.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"Persuasion is an art. It's all about timing. Lay down the groundwork and build rapport. Ask questions to identify your customers' needs. Once I've built enough evidence that my path is the most beneficial approach, I'll guide them down that path."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"Persuasion is an art form that I developed while earning my business degree. I would use persuasion in my papers, helping others to see the upside of my approach."
Written by Kevin Downey on June 7th, 2022
Behavioral
6. Which influencer do you appreciate the most in the financial realm? What do you like about their approach to finance-related topics?
What You Need to Know
Influencers and thought leaders hold value in every industry these days. The interviewer wants to see that you are aware of the conversations happening in your industry. Name someone in the finance realm that you listen to, gain advice from, and admire. Since this is an open-ended question, keep your answer brief and to the point by discussing one or two things that you appreciate about their approach or philosophy.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"Without a doubt, my favorite person to listen to and learn from in the finance realm is Michelle Singletary. She is a columnist for the Washington Post and the author of 'The 21 Day Financial Fast,' which I think everyone should read. I appreciate her practical advice and the fact that she is to the point."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I like to dive into topics such as economics and financial growth. For that reason, Mike Quindazzi is my go-to thought leader on these topics. He is a Managing Director for PwC, which gives him a lot of clout in the industry. I have attended one of his conferences on financial success and follow him on multiple social platforms."
Written by Kevin Downey on June 7th, 2022
Behavioral
7. When is it okay to stretch the truth to make a sale or cross-sell a new product?
What You Need to Know
The sales process is a significant part of working in credit card services. Yet some might lie or stretch the truth to make a sale. You'll have targets and sales goals to achieve; however, the interviewer needs to know your approach to your sales goals includes the utmost integrity. Talk to the interviewer about your ability to sell with an honest approach.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"If you have to stretch the truth to make a sale or cross-sell a new product, which is never okay, the product you are presenting is not the right fit for the customer. I aim to suit my customers' needs while also meeting my goals and targets."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I've found that when selling a financial product or service, describing the features and benefits relevant to each customer is the best approach to closing. Stretching the truth is never in the interest of a company or a customer."
Written by Kevin Downey on June 7th, 2022
Behavioral
8. If you were to accidentally do something wrong at work, how would you repair the situation?
What You Need to Know
MasterCard's employees are expected to follow all policies to the letter. There are a lot of moving parts to ensure that client files are accurately documented. Yet in every workplace, there is room for human error, and occasional mistakes are expected to occur. Therefore, the hiring authority needs to know you understand the value of ownership in the workplace. They'd like to know more about your character and how you would react if you realized you did something wrong at work. The best way to approach this is to show that you would own up to the situation while doing everything required to fix the potential issue.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I keep checklists to help ensure I've followed every procedure. If I accidentally do something wrong at work, I will immediately fix the error and fill my supervisor in, if required. If the situation were more serious and required an outside department to help, I would ask for assistance without hesitation. The longer a problem sits, the worse it can become, so I believe it's best to own up and fix the issue immediately."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I am not afraid to ask for help. If I accidentally did something wrong at work, I would let my manager know immediately. I would also ask for extra training to keep the situation from happening again. Prevention is key!"
Written by Kevin Downey on June 7th, 2022
Behavioral
9. Do you believe that your co-workers and clients see you as an honest and trustworthy person?
What You Need to Know
The hiring authority would like to know if you are self-aware. It's one thing to say that you are a trustworthy person, but it's best if you can support your answer with a real-life example of a time when you acted with integrity. This question also presents an opportunity to offer your references, which will back up how your peers reflect upon you in the workplace.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"Honest and trustworthy are likely two words that you'll hear from my supervisor when you call for a reference. I consider these to be fundamental values. You can rest assured that I will always act with integrity with clients and co-workers. During my 15-year career in the finance industry, there has never been a discrepancy in my work."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"While attending my post-secondary studies, many of my fellow students complimented me on my integrity while working on group projects. I am reliable and very prepared. You can count on me to be honest with your clients and do what's right, even when nobody is looking."
Written by Kevin Downey on June 7th, 2022
Behavioral
10. Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?
What You Need to Know
MasterCard works with and keeps a great deal of sensitive information on their clients, such as credit and banking information. For this reason, they will have confidentiality agreements for you to sign as an employee. These confidentiality agreements could also cover trade secrets, sales strategies, and client lists. Talk to the interviewer about your thoughts on confidentiality agreements and assure them you would never breach a contract.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I have signed NDAs and various confidentiality agreements in previous roles with no issues. As an employee in the banking and finance industry, I understand the importance of protecting information. I hold myself accountable for confidentiality agreements and any other important documentation."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"Exercising discretion has never been an issue for me, and I am happy to comply with any matters of confidence policied by MasterCard."
Written by Rachelle Enns on June 7th, 2022
Behavioral
11. Do you have any credit products with MasterCard? Why or why not?
What You Need to Know
The interviewer wants to know if you bank with them. If you bank with MasterCard, provide a brief list of the products you use and what you enjoy most about doing business with them. If you do not bank with them, that's okay. Disclose how many years you've been loyal to your current bank. However, express a willingness to try MasterCard products! Either way, keep your response positive.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I am a happy customer of MasterCard! I have two credit cards and a savings account with your institution. Because my experience has been so positive, I'll be an advocate when interacting with your customers."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I've been banking with WaMu since opening my first account. With that said, I see the value of practicing what I preach should I be graced with this opportunity. I may do business with MasterCard, so I have first-hand experience with their processes and services."
Written by Kevin Downey on June 7th, 2022
Behavioral
12. Do you prefer to work for MasterCard in a B2B or a B2C approach?
What You Need to Know
MasterCard will have opportunities present in both business-to-business and business-to-consumer divisions. Before your interview, research the opportunities available in both divisions. Of course, you want your response to be a match for the position for which you are interviewing. With that said, there will always be an opportunity to grow and be promoted over time. Be honest with the interviewer about your preference if you have one, but also be sure to express a desire to focus on the position at hand.
Written by Rachelle Enns on June 7th, 2022
1st Answer Example
"The role at MasterCard that initially piqued my interest is a B2B opportunity, a division where I am most experienced. When I started my career, I worked in a B2C environment, which I quite enjoyed. However, I prefer to work with businesses at this stage in my career. My preference comes from my appreciation for the process, the longer sales cycle, and the interaction with corporate decision-makers."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"Being new to my career, I feel that working in a B2C environment will be the best start for me. I am eager to work with smaller accounts with more personal needs. I do appreciate, however, that I will have an opportunity to prove myself within MasterCard and work my way into a B2B position down the road."
Written by Kevin Downey on June 7th, 2022
Customer Service
13. Would you break MasterCard policy to satisfy a customer?
What You Need to Know
In finance and credit card services, employees must follow the guidelines given. These guidelines are dictated by the government, various finance and credit laws, and MasterCard. MasterCard has reasons for implementing its policies.
It's important to know when it is appropriate to bend such rules and which ones require adhering to the chain of command. Discuss how you would satisfy a customer despite policy restrictions and when you feel it is appropriate to work around such policies.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"If it were evident that bending a policy was the only option to satisfy a customer, I would escalate the issue to my direct supervisor to see what can be done. Customer service is nuanced, and I want to represent the brand boldly. I try to exude confidence and assure the customer that I am doing everything possible. With that said, I do not believe it is my place to make a call like that all on my own. I will always consult a superior first."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"If faced with this type of situation, I would ask for help before entertaining breaking protocol. Flexibility is essential whenever possible, but so are respecting boundaries and policy."
Written by Kevin Downey on June 7th, 2022
Customer Service
14. What would make you lose your patience with a MasterCard customer?
What You Need to Know
Your interviewer wants to ensure you exhibit professionalism, poise, and self-control. Share how you keep your composure, even during the most challenging situations.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"If I feel my patience growing thin with a client, I'll respectfully exit the conversation and revisit it after a short break. I'd take time to compose myself and evaluate my approach. But this is rare. Situations like that rarely stress me. I can remain professional and maintain composure."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I have witnessed people lose their patience on the job, and it's a very unprofessional situation to experience. I am not a fan of people who interrupt and are aggressive, so if I were on the phone or in-person with a customer like this, I would not engage in their behavior; rather, I would ask them to calm down. If needed, I would escalate the situation to my supervisor."
Written by Rachelle Enns on June 7th, 2022
Customer Service
15. Tell me about the last time you made a product suggestion to a customer that helped them in a big way.
What You Need to Know
The interviewer wants to know more about your customer service skills. Walk the interviewer through a time you recently used your skills to upsell or cross-sell. Highlight how you identified the customers' needs and closed the deal, all with a happy customer in the end!
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"A customer called in because they were having trouble making their credit card payments. I asked how they used their credit card most months, what their biggest concern was, and what they could afford, among other questions. Identifying a product that better suited their needs, I downgraded this customer to a simpler credit card with no frills, a lower annual rate, and a 3% lower interest rate. The customer was thrilled and thanked me."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I received a customer service call from a client who was upset about their credit card's sub-prime interest rate. I carefully explained that when they initially qualified many years ago, their card came with a locked-in subprime interest rate. After educating them, I validated their concerns and expressed I'd help in any way I could. I offered to perform a new credit check. The customer agreed. It turned out their credit score increased over the last five years. Therefore, I was able to offer the customer a much better credit card product with lower interest and an enhanced rewards program. They were elated, and that felt great!"
Written by Kevin Downey on June 7th, 2022
Customer Service
16. Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?
What You Need to Know
Every customer-based interaction is different, and the hiring authority would like to see that you can handle any situation that comes your way. If you have some work experience, you've likely crossed paths with a demanding customer. Tell a brief story that outlines that challenge and the action you took, and include the positive result of your actions.
If you are new to your career, think about a time you had a personality conflict with a professor or co-collaborator on a group project.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"The call-center environment where I work focuses on customers with accounts in arrears. It is sensitive work, and as a result, I encounter challenging customers a few times a week. I've come to believe a large part of my job should include educating our credit clients on how to make their finances work for them instead of working against them. I once took a call from a person who claimed that around $5,000 in credit card charges were not theirs. Now, I could see the charges were from places where she shopped, and based on some of her statements, it was clear their information was incorrect, and they didn't grasp where they went wrong. Not wanting to embarrass this person, I offered a few statements, hoping they'd realize on their own, and offered a tempting re-payment plan with their late fees waived. They ended up taking the offer. Since that fateful call, I now take more time to work with the client to ensure that they did not get themselves into a sticky credit situation. I regret not having educated that person. I just hadn't built up the communication skills I now have. I felt like I left some important advice on the table and didn't wow them with the customer service I pride myself on."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"As a recent business graduate, I dealt with some professors whose communication skills were lacking. During that time, I learned not everyone communicates the same, and it's incumbent on me to find clarification rather than expect others to fill in the blanks. For example, I decided to approach a professor for more precise guidelines. Their expectations and deadlines seemed rushed and not thorough, but not being as experienced at communication as I am now, I realize I could have approached her differently. They misunderstood my approach, seemed offended, and grew dismissive. I accept responsibility for my part in that situation. As challenging as this was, it was a valuable learning experience."
Written by Kevin Downey on June 7th, 2022
Education
17. Have you considered expanding your education in the credit card or financial services realm?
What You Need to Know
It's essential that you show an interest in expanding your knowledge, thus helping you succeed in this role. If your post-secondary education is not related to the credit card or financial services industry, express an interest in future growth. Further education could open up new opportunities for you within the company. Expanding your knowledge could include college or university coursework, on-the-job training, or self-led learning through podcasts or books.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"In addition to my Bachelor of Finance degree, I'm continually educating myself on developing trends and topics within the industry through podcasts and books. I am always pursuing new ways to educate myself and broaden my horizons in my field. I am open to suggestions for other education options you might have that will help me succeed and grow within a company like Mastercard."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I recently completed my degree in Financial Analysis and would love to learn more about risk assessment in personal banking. If you have recommendations for me, I am all ears!"
Written by Kevin Downey on June 7th, 2022
Education
18. MasterCard gives priority to bilingual candidates. Do you speak multiple languages?
What You Need to Know
Your response will be pretty basic, considering either you do or don't speak more than one language. What is important here is that you express an aptitude and an interest in learning other languages. You can also compensate for your lack of this skill by advertising your other unique merits.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I am fluent in English and a beginner in Spanish. I am willing to dive deeper into learning a new language because I see how it would be valuable in this role. What makes me most qualified for this position is my experience in the credit card services realm after working for your competitor in a call center environment for the past three years."
Written by Rachelle Enns on June 7th, 2022
2nd Answer Example
"Yes, I speak English and Spanish fluently and have beginner skills in Mandarin. It was important to my parents that I am bilingual, considering the diversity present in our country. I look forward to putting my linguistic skills to work for MasterCard."
Written by Rachelle Enns on June 7th, 2022
Education
19. How has your education prepared you for success in this role with MasterCard?
What You Need to Know
The interviewer wants to know how your education has prepared you for this job with MasterCard. Focus on some of the relevant financial or sales topics you learned about while attending post-secondary studies. If you have experience working on group projects, share how you improved your listening and communication skills when working with a team.
While attending post-secondary studies, you likely learned some core skills that would be transferable to any position. Think about what you learned at your highest levels of education and how that knowledge applies to this job.
Some of these skills could include:
- Time Management
- Creative Thinking
- Proposal Writing
- Public Speaking
- Presentation Building
- Independent Learning
- Academic Research
- Self-Motivation
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"First, your job posting mentions looking for accountable team members who are comfortable with cold-calling and solid researchers. Not only did my degree in business administration give me the fundamentals of sales, but I learned confidence in reading people. As a result, I now stand tall behind my work."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"During high school, I had the option to take a few marketing classes. I loved them, and they taught me everything I know about sales, customer service, and the psychology behind a sale. This knowledge will prove helpful as I discuss credit card options with MasterCard's customers. I look forward to taking what I know and expanding on my training in my next role."
Written by Kevin Downey on June 7th, 2022
Experience
20. Do you have sales targets in your current role? How is your performance measured?
What You Need to Know
Hiring authorities love to hear numbers and percentages in interviews that make the candidate's examples more tangible and quantifiable. Therefore, they want to know how you ensure you meet your goals. If you have targets, goals, and metrics in your current position, this question should be straightforward for you to answer. If you did not have sales targets in your last role, discuss the measurements addressed in your performance reviews. If you do not have performance reviews, discuss any praise you have received for a job well done?
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"In my current position, we are asked to review our own performance daily, ensuring that we are always on target. I measure my performance through my average sale per customer, add-on or cross-sale value, call time, and customer satisfaction ratings. It's a high-pressure sales environment; however, I am competitive, so I enjoy the pace. I look forward to learning more about your targets here at MasterCard."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I am eager to learn more about your sales targets at MasterCard. Currently, my performance is measured by customer feedback and reviews. I'm the proud recipient of many happy customer reviews. Although I have not worked in a role with specific targets, I am aware of the importance of goal setting in the credit card services industry."
Written by Kevin Downey on June 7th, 2022
Experience
21. Do you have strong business and financial acumen?
What You Need to Know
The hiring authority is looking for a suitable match between the job requirements and your skill level. To showcase your business and financial acumen, you can:
- Refer to your post-secondary education
- Discuss how you remain in the know on essential business topics
- Talk about how your current job keeps you sharp in this industry
Outline what makes you savvy in the business and financial industry while expressing to the interviewer that you are interested in continued learning and growth.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I consider my business and financial acumen to be at an intermediate level. I have worked in the financial services industry for eight years and lean on my education in Investment Analysis to make sound decisions on the job. I continue to learn and grow by reading books on money management and risk assessment. I am eager to gain even more expertise through exceptional training at MasterCard."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"As a recent graduate in Finance with a focus on Risk Assessment, I believe that I have beyond the basics in business and finance. My education provided me with an excellent foundation for this role with MasterCard. Although my work experience is limited, my knowledge is strong, fresh, and current, and I am eager to learn."
Written by Kevin Downey on June 7th, 2022
Experience
22. Have you ever worked in a call center environment where your calls are recorded?
What You Need to Know
This question is straightforward since it's either a yes or a no. That said, be sure to validate this question by communicating your understanding of why MasterCard records calls. This action is not one of mistrust but rather an effort to protect their customers, their employees, and their company. Feel free to keep your response brief and to the point.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I currently work for a competitor of MasterCard, and my incoming and outgoing calls are all monitored. Considering the volume of people I speak with every day, I appreciate the added protection of knowing there is a backup available of my conversations and actions."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I have never worked in a call center environment; however, I completely understand why it is important for MasterCard to protect its customers and employees in this manner. I am 100% fine with having my calls recorded in the workplace."
Written by Rachelle Enns on June 7th, 2022
Experience
23. What do you know about credit card services and how market conditions impact our business?
What You Need to Know
If you are already familiar with the credit card services industry, the interviewer will expect a response that reflects your work experience and insight. Discuss recent market conditions and how those conditions impact the credit card services business. If you are new to the financial services industry, give an educated guess.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"From what I have learned in my years of working in credit card services, the credit market becomes stronger when market conditions are weaker. Higher unemployment rates and lower-income often mean a rise in credit card balances, more borrowers, higher interest rates, and more accounts in arrears.
Case in point, today, more people than ever have credit cards. In the USA alone, nearly 200 million people have credit card balances. Recently we have seen an increase in subprime borrowers, those with credit scores from 580 to 669. This number is a 4%+ increase from last year."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I have been reading more about the credit card services industry since applying to this position. I have learned that the credit market continues gaining strength. Consumer balances have continued to increase, and delinquency rates have remained constant."
Written by Rachelle Enns on June 7th, 2022
Experience
24. What does cross-selling mean to you? Tell me two MasterCard products that you could cross-sell.
What You Need to Know
Cross-selling is when you sell different services or products to an existing customer. Existing customers have a better conversion rate than new customers. So, with a cross-selling plan, companies can increase the value of each existing customer by increasing the product quantity each customer accepts or purchases.
Talk to the interviewer about what cross-selling means to you. Reveal you have done your homework on MasterCard products by discussing what type of 'add-on' you could suggest to an existing customer.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I prefer to cross-sell products that complement the other products a customer already has from our company, increasing the value of the brand. For instance, if I worked with MasterCard, I would recommend insurance protection as an add-on for every credit-card customer. I would also upsell to a more premium card if they qualified so that they could earn better credit card rewards."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"Cross-selling, from what I understand, is similar to upselling, where you add on another item when closing a sale. If I were to cross-sell a MasterCard customer, I might suggest one of your protection plans or job-loss insurance with their new credit card."
Written by Kevin Downey on June 7th, 2022
Experience
25. Tell me about your experience developing key internal relationships with Risk Management, Underwriting, and New Accounts.
What You Need to Know
With large companies like MasterCard, there will be many internal departments present, and the interviewer would like to know that you have a history of working well cross-departmentally.
If you come from a financial services background, you probably have experience working with underwriters, sales teams, and others.
If you are new to the industry, speak about your experience working with people who have a job function different from yours.
If you are a recent graduate, talk about your experience developing relationships with other students during group projects or how you built relationships with your professors and other staff or faculty.
Written by Rachelle Enns on June 7th, 2022
1st Answer Example
"My current company is smaller than MasterCard; however, we have a variety of departments, such as Customer Service, Underwriting, Account Recovery, and more. I create relationships throughout various departments by always being courteous, remembering names, saying thank you when they help me out, and being a respectful co-worker. It's important in the credit card services realm that everyone works together as a unit so that we can service accounts adequately and quickly."
Written by Rachelle Enns on June 7th, 2022
2nd Answer Example
"Being new to my career, the bulk of my experience with cross-collaboration is with group projects in university and the lasting relationships I built with my school's faculty. One of the keys to developing relationships is my friendly and humble approach, ingratiating them by asking questions and being present and ready to learn. I bring the same attitude wherever I go, ensuring strong relationships, inter-departmentally or otherwise."
Written by Kevin Downey on June 7th, 2022
Experience
26. Tell me about any formal sales and customer service training you have received.
What You Need to Know
Tell the interviewer that you are interested in continually improving your sales and customer service skills. Reflect on any formal training you have had over the years, from onboarding with a previous employer to hands-on training or industry coursework, or anything you've learned on the job, from customer service to sales techniques. If you are new to your career, you may have self-trained by watching YouTube channels dedicated to sales techniques, or maybe you've spent time reading books on business, sales, and customer service approaches. Relate anything and everything that applies to you personally.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"Being in the financial industry, I have been lucky to have received a lot of great training through course materials, onboarding programs, and access to online coursework. Topics of this training range from upselling, cross-selling, customer service, dispute management, and ethics. I am well versed in building rapport and asking the right questions to uncover customers' needs."
Written by Rachelle Enns on June 7th, 2022
2nd Answer Example
"I have taken some Dale Carnegie training and learned a lot about customer service and basic sales while taking my business degree. I look forward to gaining even more expertise through the training offered here at MasterCard."
Written by Rachelle Enns on June 7th, 2022
Experience
27. Do you have experience using a CRM tool such as Salesforce?
What You Need to Know
Think of the software and programs you used in your current and previous roles. Be prepared to discuss the programs you are most experienced with, being sure to highlight any programs used at MasterCard.
Popular CRMs include:
- Salesforce
- Oracle
- NetSuite
- Microsoft Dynamics
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"My CRM experience is primarily with Salesforce and Oracle. The companies I worked for have all been enterprise-level organizations, requiring robust CRMs with many tracking tools. Do you use Salesforce here at MasterCard?"
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I am tech-savvy and confident in my ability to learn any CRM you use here. If you'd like, I would be happy to take some online training and watch tutorials, to get a head start on the CRM you use here at MasterCard."
Written by Kevin Downey on June 7th, 2022
Experience
28. Walk me through your experience managing an end-to-end sales cycle.
What You Need to Know
An end-to-end sales cycle has a variety of stages, including:
- Prospecting
- Approaching
- Negotiating
- Fulfilling
- Following Up
When working on an end-to-end sales cycle, you are responsible for finding and contacting the customer, working with them until the sale is complete, and following up, continuing to nurture the sale long after the contracts are signed or payment is made.
Walk the interviewer through your experience with the end-to-end sales cycle. If experienced, talk about what you learned during your post-secondary studies when it came to the cycle of major assignments, for instance.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"In my current position, I am the only one accountable for my results. I am responsible for prospecting, cold calling, negotiating, collecting payment, and following up after the sale. I am competitive with myself, so this sales cycle speaks to that competitive side. I thoroughly enjoy being responsible for every aspect of the sale."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"In university, I was responsible for self-led and group-based projects. I am new to my career, so the best example of end-to-end management would be more on the project management side. To ensure success, I keep organized by using a project management app called Monday where I can keep everything in one place while also receiving notifications and alerts when deadlines are coming up or I need to take action."
Written by Kevin Downey on June 7th, 2022
Experience
29. MasterCard has a variety of goals and KPIs for each employee. How do you meet and exceed your goals every month?
What You Need to Know
The interviewer would like to hear how you set goals for yourself and organize your day. They're also curious about your approach to ensuring success in the workplace. When you have a great plan in place, it's much easier to meet and exceed your goals.
Start by validating MasterCard's need for their goals and KPIs. If you have an example of a time you recently exceeded your goals at work, talk about what you did to get there!
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"When I first started in my current role, I struggled to meet my targets, which were many. Once I had my feet under me, I quickly realized those monthly goals were more attainable broken down into daily objectives. Once I managed this, I was able to thrive. I further broke down my tasks into hours, ensuring greater success and a stronger track record. I have exceeded my goals for the past six months straight."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"While in university, I learned about goal setting and the importance of timing in goal setting. Often, I would have many assignments due at once. I stayed organized by developing a color-coded iCal that I could reference. I've since improved upon those systems and have become increasingly systems-oriented. No doubt, these systems can be modified and implemented to meet and exceed my goals and KPIs at MasterCard."
Written by Kevin Downey on June 7th, 2022
Service
30. What tools can MasterCard provide you so that you can deliver world-class customer service?
What You Need to Know
If MasterCard hires you, it is in their best interest to provide you with the best possible tools to ensure your success in your new role! There are many tools available to help you succeed, such as training, a robust CRM program, and well-equipped management. Talk to the interviewer about what you feel you'll need to deliver exceptional service to their clients.
Written by Kevin Downey on June 7th, 2022
1st Answer Example
"I believe that, in the financial and credit card services industry, it is vital to have robust tracking and automation tools to best help my customers. With streamlined processes and organized information, I can better serve those who come to MasterCard for their credit card solutions and needs."
Written by Kevin Downey on June 7th, 2022
2nd Answer Example
"I am new to my career, so for that reason, the most important tools that MasterCard can provide me include proper training and a knowledgeable management team. I am eager to learn and grow with the full support of an excellent department."
Written by Rachelle Enns on June 7th, 2022