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Nations Trust Bank PLC 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

Suppose you were on the job here at Nations Trust Bank PLC 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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Nations Trust Bank PLC Interview Questions

  1. 1.

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

      As a Teller with :company, an important job expectation will be for you to handle customers that come to you with issues. While their issues can stem from a majority of reasons, your interviewer wants to know that you have the wherewithal to handle these situations with patience and a sense of calmness. As well, they'll be looking to hear that you have the ability to pull from the resources available to you to help resolve the situation. As you answer the hypothetical question, don't hesitate to draw upon past experiences where you've handled customer issues directly and use your experience in those to help project how you would handle similar situations with Nations Trust Bank PLC.

      Ryan's Answer #1

      "If in this situation on the job here at Nations Trust Bank PLC, I feel it would be most important to hear the customer out and let them explain their situation. Then, I would talk about the bank's policies on overdrawing accounts and explain that there is no wiggle room within those policies. Most importantly, I would make it my responsibility to connect the customer with any available resources to help them prevent similar situations in the future. This helps the customer know that Nations Trust Bank PLC cares about their financial well-being and is willing to help them moving forward."

      Ryan's Answer #2

      "In my current job, I often have to work with customers face to face when they enter our store with issues and I would take the same approach here that I do with them. First, I listen intently to their complaints and actively listen by explaining to them what I heard. Then I have to use my best judgement at hand to consider how to move forward to resolve their complaint. If the issue was a bad product, I follow our return policies and assist the customer as best as I can. If their issue involves our service, I direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard from the start to learn the ins and outs of all aspects of Nations Trust Bank PLC so I could be resourceful in working with customer complaints."

  2. 2.

    Tell me about your experience in the banking industry.

      Share details of your banking experience to show Nations Trust Bank PLC you have what it takes to be successful in the field!

      Ryan's Answer #1

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

      Ryan's Answer #2

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

  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 Nations Trust Bank PLC 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.

    Out of all of our products at Nations Trust Bank PLC, which one would you be most likely to use? Why?

      Learn as much as you can about what makes Nations Trust Bank PLC stand out above other financial institutions. Their reputation is their customer service. They offer a comprehensive spectrum of financial products, so if you are interested in investments, find out more about what they offer. Knowledge is power! It will impress your interviewer and give you an advantage in the interview process!

      Ryan's Answer #1

      "I would be interested in opening a savings account through Nations Trust Bank PLC. I want to buy a house in the next two years, and I would greatly benefit from talking to one of your financial advisors about it. It's nice to know that I can do my banking, investing, and get a loan in the same place that offers the support I will need to make those big decisions!"

      Ryan's Answer #2

      "Of all your products, I would be most likely to open a mortgage with Nations Trust Bank PLC because your rates are incredible and you make the rules surrounding lending easy to understand."

  5. 5.

    If a client here at Nations Trust Bank PLC were to be denied the financing that they desire, how would you handle that situation?

      As a Loan Officer at Nations Trust Bank PLC, you will have times where you will have to have the difficult conversation with prospective clients that are being denied financing. For this question, your interviewer will be looking to hear that you take a professional approach with the clients and that you have a firm understanding of the regulations surrounding loans in the industry. To seal the deal for this question, talk about your ability to educate the client to better the chances that they will come back to Nations Trust Bank PLC for business in the future.

      Ryan's Answer #1

      "This is a very common occurrence in my current role in the mortgage industry. When a client is denied financing, I am very up front and honest with them in my approach. The most important thing that a customer wants to understand is why financing is denied and my experience in the finance industry lends well to me explaining the importance of credit scores and debt to equity ratios. I have found that customers that are denied financing really take well to my approach and I have had many customers come back after doing the personal work needed to improve and succeed in their application process."

      Ryan's Answer #2

      "Life as a successful Loan Officer is about being knowledgeable and professional and I pride myself on my ability to project both of those things. In the times I need to personally decline a potential customer, I am firm and fair with them. I don't beat around the bush in any way because this can leave a customer with a false sense of hope. Taking the time to explain the regulations for the loan in layman's terms often helps customers understand things better as well."

  6. 6.

    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! Nations Trust Bank PLC 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 Nations Trust Bank PLC."

  7. 7.

    In this finance role with Nations Trust Bank PLC, what do you feel would make for an ideal customer experience?

      In a role as a Loan Processor or Loan Officer, simply following company guidelines and answering questions from customers can be done by a robot. Nations Trust Bank PLC will be looking for you to help provide the best overall customer experience possible. For this question, they'll be looking to hear what great customer service on the lending side of the business means to you. No matter how you answer this question, be sure you explain the importance of making the customer feel valued in your approach with them.

      Ryan's Answer #1

      "In this role with Nations Trust Bank PLC, I will be dealing with the financial impact on customers of a really large purchase and this type of purchase often causes stress and tension for them. To provide the best overall experience, I will always be very thorough and educational in my approach to make sure that every question that the customer has is fully answered. The worst thing that can ever happen is for a customer to bite off more than they can chew when it comes to a new loan."

      Ryan's Answer #2

      "My approach to providing the greatest overall experience to my clients has always been solid listening and communication skills with them. I take the time to get to know my clients and what makes them tick. This approach gives me great insight in how I can best match them with the right loan moving forward. As you'll see when you contact my references, I have a very high overall customer rating in my current role based on customer surveys we have done over the past five years."

  8. 8.

    At Nations Trust Bank PLC, 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 Nations Trust Bank PLC 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 Nations Trust Bank PLC 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."

  9. 9.

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

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

      Ryan's Answer #1

      "As a well known and reputable bank, I have heard from many friends and family members that your checking, savings and loan services are top notch. As I researched a great place to begin a career as a Taller, I was really attracted to your core values of making a difference and taking ownership. As a person that has the desire to be emotionally invested into my work, these are two things that I hold near and dear to my heart as well. If given the chance to join the team here at Nations Trust Bank PLC, I would give it my all to e accountable to your customers in making a small difference in their day."

      Ryan's Answer #2

      "What I really love about Nations Trust Bank PLC and what draw me this role here is your commitment to community service and being an advocate for the lower income class of our society. Many people with lower income and poor credit are often not given the same financial opportunities as others and I really feel great about the things that you do to be better for them. As well, I am firmly rooted in community service and would be all in with these efforts if given the opportunity to join the team here at Nations Trust Bank PLC."

  10. 10.

    What is one unique skill that you will bring to our loan processing team here at Nations Trust Bank PLC?

      Throughout your application process and candidate vetting process, you were brought into interview because your interview was confident that you had the basic skills and knowledge required to handle this job. Now, your interviewer is giving you the opportunity to set yourself apart from your competition with this question. As you prepare for this type of question, try to think of a unique skill that you have that can prove to be a big asset if Nations Trust Bank PLC offers you the job. In your answer, be sure to explain why this skill applies to this role.

      Ryan's Answer #1

      "I think the one skill that I have that sets me ahead of the rest running for this position is my experience and success in the world of sales. As you can see from my resume, my career out of college started in auto sales. In my five years of sales, I worked my up from Associate Sales to a Sales Team Lead at my dealership. Getting to know and master the sales side of the business has really helped me on the finance side with overall knowledge of the business and developing the skills needed to upsell customers on their loans."

      Ryan's Answer #2

      "As you can see from my experience, I have extensive leadership experience in leading teams of up to 12 employees and I also have remote working experience. Both of these duties have really given me confidence in my decision making abilities. If hired for this position, I would be able to hit the ground running on day one and be trusted with critical decisions where you might not have that ability with other candidates that don't have leadership experience."

  11. 11.

    If working here at Nations Trust Bank PLC 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 Nations Trust Bank PLC, 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 Nations Trust Bank PLC, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."

  12. 12.

    In your opinion, what are the benefits of banking with Nations Trust Bank PLC?

      The interviewer wants to be assured that you have done your research on Nations Trust Bank PLC. 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 Nations Trust Bank PLC 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 Nations Trust Bank PLC values is evident."

      Ryan's Answer #2

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

  13. 13.

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

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

      Ryan's Answer #1

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

      Ryan's Answer #2

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

  14. 14.

    At Nations Trust Bank PLC, 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 Nations Trust Bank PLC 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 Nations Trust Bank PLC 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 Nations Trust Bank PLC, I will work hard to be highly educated in your services and be proactive and accountable in every interaction that I have."

  15. 15.

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

      With this question, your interviewer is seeking to first see what types of banking products you are familiar with by having you talk knowledgeably about the products that you use. Then, under the surface, your interviewer will be looking to see how you can help sell similar services to the customers at Nations Trust Bank PLC if you were hired for this role. As you answer the question, try to take a salesperson type of approach by highlighting the features and benefits of the services that you utilize with your current bank. Explain how they help you become more effective and efficient with your finances to really help your interviewer see that you have the sales type of approach if hired for this position.

      Ryan's Answer #1

      "First and foremost, I was very glad to jump onboard the online banking format from its inception. The online format allows me to transfer funds between accounts and even deposit checks remotely without having to take a trip to town to the physical bank. On top of online banking, I definitely use online loan application services as well. I have found them to be super easy and timesaving for me as I imagine they are for your customers."

      Ryan's Answer #2

      "I've really found it helpful to have all of my personal finance items with one institution. That includes loans, credit cards and checking accounts. And recently, I've learned to take great advantage of both MMA and CD accounts with my institution. I just really love the ease and convenience of this aspect and would be a great advocate of this for your customers here at Nations Trust Bank PLC if hired for this role."

  16. 16.

    In your mind, why is it important that Nations Trust Bank PLC focuses on customer service?

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  17. 17.

    What are one or two of the aspects that you think you would love about our Teller job at Nations Trust Bank PLC?

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  18. 18.

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

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  19. 19.

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

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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.

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

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  22. 22.

    The next Branch Manager that we hire here at Nations Trust Bank PLC needs to be adaptable and flexible as our market demands change over time. What have you done in recent years to promote your own personal and professional development to promote adapta

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  23. 23.

    What are your top three strengths? How will you use them to make an impact at Nations Trust Bank PLC?

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  24. 24.

    How would you deal with an irate customer?

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  25. 25.

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

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  26. 26.

    We pride ourselves on teamwork here at Nations Trust Bank PLC 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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  27. 27.

    Tell me about a time when you demonstrated you were trustworthy.

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