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Navigator Credit Union Interview

30 Questions and Answers by Rachelle Enns

Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 30
What do you believe we can improve on, at Navigator Credit Union?
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How to Answer
The interviewer is not asking for you to give a whole list of what you think they do poorly. This question offers an opportunity for you to point out a single aspect that you could improve on, should you be hired. The point is to show the interviewer that there may be a gap in their offering that you can help fill. Remain positive and upbeat when you give your answer.
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Top 30 Navigator Credit Union Interview Questions
What do you believe we can improve on, at Navigator Credit Union?
The interviewer is not asking for you to give a whole list of what you think they do poorly. This question offers an opportunity for you to point out a single aspect that you could improve on, should you be hired. The point is to show the interviewer that there may be a gap in their offering that you can help fill. Remain positive and upbeat when you give your answer.

Rachelle's Answer #1
"I believe that Navigator Credit Union could serve its customers even better by having a stronger online and social media presence for each community that you serve. I happen to be very passionate about marketing, and quite knowledgable so I am happy to help!"
Rachelle's Answer #2
"Although your community involvement is strong, there are opportunities for involvement that would branch out past seasonal volunteer work. I would love to see Navigator Credit Union host more community efforts rather than primarily sponsoring the efforts of others. I have an extensive background in volunteering as a volunteer coordinator and could help Navigator Credit Union craft a great strategy for this particular community."
Credit Unions rank higher in customer service than traditional banks. Why do you think this is?
Your opinion matters! When you are working for a credit union vs. a traditional bank, it's essential that you can wholly appreciate the difference between the two offerings.

Discuss why you believe credit unions rank higher in customer service over traditional banks. Be sure to compliment Navigator Credit Union if you have had an excellent customer service experience with them.

Rachelle's Answer #1
"Large banks are for-profit, making them more sales driven. This approach can often mean a lower focus on customer service and impersonal service. When it comes to credit unions, we often have higher community involvement, which translates to better customer service at the same time. Credit unions often have better employee training, which also can mean more personalized service for members."
Rachelle's Answer #2
"Credit unions are non-profits, and member-owned, which means they will almost always be more customer-centric. Credit unions are often involved in community groups and take more care than large, and traditional banks can. Also, if we consider geographical location; most credit unions are in smaller, rural communities where service and connection is everything."
In your opinion, what is the best service or product offered at Navigator Credit Union?
The interviewer wants to see that you have put time into researching and getting to know the offering at Navigator Credit Union. As a well-established credit union, Navigator Credit Union offers an excellent range of banking products for their loyal members. Choose which service or product you think stands out from the rest, and why.

Rachelle's Answer #1
"I appreciate the terms surrounding your Traditional Individual Retirement Arrangement (IRA). When used properly, this tax-deferred retirement plan can significantly benefit your members. Could you share with me what percentage of your members take advantage of this offering?"
Rachelle's Answer #2
"The home equity loans offered by Navigator Credit Union sound wonderful! Your fixed-rate equity loan offers stability for the members who take advantage. This product is a great option for your members who need money for a one-time or unexpected expense. Set monthly payments mean there are no surprises for your members."
Are you a Navigator Credit Union member?
The answer to this question will be straightforward; yes, or no. Depending on your status, you may not be eligible for member approval at Navigator Credit Union. If you are not a member, or not eligible to be a member, talk about the fact that you would be a member if possible. If you are a member, be ready to talk about what you enjoy most about banking with Navigator Credit Union.

Rachelle's Answer #1
"I have been a member at Navigator Credit Union since moving to this town in 2011. I have been thrilled with the personalized customer service, your competitive fees, and reasonable interest rates on unsecured loans. Just last year, I received my first mortgage through Navigator Credit Union and was so happy with how smooth the entire process was."
Rachelle's Answer #2
"At this point, I do not meet the requirements to become a member at Navigator Credit Union. I would love to be a member one day when I am eligible. I hear many excellent factors associated with membership at your credit union. The online reviews are excellent, and I look forward to further serving your hard-working, well-deserving members."
You will handle member transactions in this role. Talk to me about your mathematical skills.
Expectations are that you handle every member transaction with the utmost care and attention. In addition to this keen sense of detail; strong math skills are also a necessity when it comes to working in a banking environment. Discuss your math skills, showing confidence in your abilities related to cash-handling, counting, and making smooth member transactions.

Rachelle's Answer #1
"I did very well in any math-related courses while obtaining my business degree. My math skills are strong, and I very rarely have a discrepancy in the workplace. I will meet the expectations of accuracy for Navigator Credit Union and your members."
Rachelle's Answer #2
"Math has always been a strong suit for me. I did very well in high school math and was even a tutor for struggling students. I am comfortable with the math skills required when it comes to accepting cash, giving exact cash amounts, keying in transactions, balancing cash floats, and performing other banking-related tasks."
Walk me through your customer service training.
A significant part of success in the banking industry comes down to exceptional customer service delivery. This statement is especially true with credit unions who are primarily known for delivering personalized customer service.

Walk the interviewer through any formal training you have received in the area of customer service. Your education could include on-the-job training, online courses, or even books that you have read in your spare time. Show the interviewer that you have an interest in bettering your customer service delivery. This question is a great time to ask the interviewer about their company-specific customer service training and manuals.

Rachelle's Answer #1
"I would love to know more about the customer service training that you offer here at Navigator Credit Union. I have a great instinct when it comes to delivering the needs of my customers. Being in the banking industry for the last five years, I have absorbed many materials related to customer service. My strengths are in building rapport with clients, remembering their names and interests, and making them feel welcome every time they visit."
Rachelle's Answer #2
"Being a recent graduate and new to my career, I cannot say that I have received any customer service-specific training. With that said, I believe my service instinct is strong, and I know what type of service I like to receive from my bank. I would be happy to take any training that you recommend and would love to hear more about your specific training program here at Navigator Credit Union."
How do you protect the privacy of every customer you assist?
Credit Unions have many systems in place to protect the privacy of their members. These efforts include technology and monitoring techniques, privacy policies, and renowned training for employees. Discuss the ways you will ensure that you respect the steps Navigator Credit Union takes to protect their members.

Rachelle's Answer #1
"I protect the privacy of every customer I assist by speaking in a respectful volume, protecting passwords, and advising banking customers on how to keep their information safe. These safety efforts include banking in person, at ATM's, and during online banking. Education and knowledge are critical keys to protecting one's privacy."
Rachelle's Answer #2
"I will protect the privacy of every customer I assist by being aware of my surroundings, keeping a strong password and protecting it, and will never share confidential information. I understand that I will be privy to sensitive and confidential information while working at Navigator Credit Union and I'll do everything I can to ensure a members' information is never compromised."
Do you have any sales experience? Would you be comfortable upselling a Navigator Credit Union banking product?
In the banking industry, customer service can also mean cross-selling or upselling services that you know will benefit the Navigator Credit Union member based on their banking habits.

Show the hiring authority that you would be comfortable turning an everyday bank visit into a sales opportunity. If you have a specific example of a time when you made this happen, be sure to share your story. You can also talk about any sales training you have received.

Rachelle's Answer #1
"Every customer service interaction should be considered an opportunity to upsell when the product or service will be of value to the customer. When I believe in the product or service, and it's going to benefit the customer, I am happy to upsell. I currently do so in my job, and consistently surpass the upselling, and cross-selling targets given to me."
Rachelle's Answer #2
"I have not received any formal sales training, but with a little bit of help, I believe that I would enjoy a sales component to my job. I am great at building customer relationships, and seeing a customers' need is part of delivering great service."
Are you aware that this job has goals and targets? When have you worked in a similar environment?
Depending on your role with Navigator Credit Union you may have business targets such as opening 25 new savings accounts every month or cross-selling a newly rolled out product.

Employees of Navigator Credit Union must be willing to let customers know about the products available to them, including loans and special offers. Show your awareness of these requirements, and that you have performed tasks like this in the past.

Rachelle's Answer #1
"Meeting important targets and goals is a large part of my current role. If a customer is missing an important product such as checking, savings, or a credit account, I will let them know about the product and how it benefits their financial goals. I am more than comfortable performing job functions that include targets and goals."
Rachelle's Answer #2
"I am somewhat competitive, from my time spent in team sports, so the idea of having goals and targets to meet is very enticing to me. I know that the right banking product can make all the difference to a member, so I am happy to make recommendations based on my observations."
How do our fees at Navigator Credit Union stack up against traditional banks?
Credit unions are non-profit where banks are for profit. For this reason, the fees at Navigator Credit Union will be lower and more reasonable than the large banks where people typically do business. With that said, credit unions sometimes have higher interest rates than traditional banks.

The interviewer would like to know that you have done some research on Navigator Credit Union and understand how their offering stacks up against traditional banks.

Rachelle's Answer #1
"Because Navigator Credit Union is member-owned, I see that you have the upper hand when it comes to CD rates, loans, and mortgages, credit unions often have the upper hand with lower fees. Right now, the advantage appears to be around .05% on many Navigator Credit Union products."
Rachelle's Answer #2
"I understand that credit unions like Navigator Credit Union tend to have lower fees due to your non-profit and member-owned status. Credit unions do not have as many investors to please, which allows places like Navigator Credit Union to often offer lower fees on mortgages and loans."
In this role, you will handle thousands of dollars of cash, payments, deposits, and funds transfers. This responsibility requires you to be detail-oriented, accurate, and honest. Does this describe you?
The best way to answer this question is to refer to your past performance. You might want to bring in a written performance review where your current boss mentions how reliable you are. You can offer up your references, or talk about a time your supervisor or co-workers complimented you on your work ethic.

Rachelle's Answer #1
"I have worked in the banking industry for twelve years without a discrepancy in my work. I believe this good work is due to my keen attention to detail, and the fact that I am honest enough to own up to an error I make in the workplace. When you call my references, they will attest to the fact that I am reliable and honest."
Rachelle's Answer #2
"When you call my references, they will most certainly tell you that I am honest and accurate in my work. In the banking industry, it's imperative that I am detail-oriented. I have not experienced an issue or discrepancy thus far, and I will continue to be careful and attentive in my work here at Navigator Credit Union."
Do you have any formal education that will help you succeed in this role?
Your formal education might be on your resume, but it's time to dig a bit deeper than merely stating your degree. The interviewer wants you to take the time to walk them through which aspects of your education will be most helpful in this role with Navigator Credit Union. Think about any transferable skills you gained or any related subjects where you excelled.

If you do not have formal post-secondary education, you could refer to your high school education (only if you are a recent HS graduate). Otherwise, think of some online learning you have recently completed.

Rachelle's Answer #1
"I have a Bank Teller Certificate of Completion. My coursework included general banking classes, fraud prevention training, and exercises in daily transaction balancing. This coursework is valuable and helped me to gain a great start in my banking career."
Rachelle's Answer #2
"I am a recent high-school graduate and feel that, as a top student, I bring a few valuable transferable skills. These include etiquette, good written and oral communication skills, great memorization abilities, and a keen willingness to learn. I look forward to the formal training from Navigator Credit Union."
Customers can become upset with Navigator Credit Union policy at times. How would you handle a customer who is angry because they do not agree with a policy?
Part of working in a highly customer-service driven environment is also serving members when they are not happy. The most common complaints in the banking industry surround speed, policy, or unwanted fees. Talk to the interviewer about your approach when it comes to an unhappy customer.

Some critical steps to customer dispute resolution include:

- Remaining kind, polite, and pleasant
- Actively listen to their grievances
- Apologizing for the situation
- Maintaining a neutral tone of voice
- Not taking anything they say, personally

Rachelle's Answer #1
"I have a lot of customer dispute training which has given me some thick skin when it comes to challenging situations. I know that bank policy can seem convoluted at times, difficult to understand, or even frustrating, so I do have empathy for customers who are upset over policy. I take the time to review policy in easy-to-understand language. It's also important that I unpack what their needs are and what is truly concerning the customer. Usually, I can find a solution or at least a work-around that satisfies the customer."
Rachelle's Answer #2
"If I cannot seem to calm a customer down, due to a policy, I will straight out ask them what I can do, aside from change policy, to make them happy. Often it isn't the policy itself but that the customer feels stuck in some way. When the customer is aware that I am willing to rectify the situation, they are much more likely to level with me."
Have you been trained in the proper techniques for detecting counterfeit cash and fraudulent checks?
Detecting counterfeit cash or fraudulent checks is an important skill to possess when working in the banking industry. Approximately $150 million worth of counterfeit money is currently circulating in the US. For this reason, it's crucial that banking professionals possess the knowledge necessary to detect fake bills.

It can be simple to detect counterfeit cash, especially with the technology and systems that banks have in place; however, checks can be a bit trickier. Talk about any training you have received. If you are self-taught or new to the industry, that's okay too! Assure the interviewer that you will be careful and detailed with each member transaction.

Rachelle's Answer #1
"I have received formal training in my current role and am very confident in my ability to detect counterfeit cash and fraudulent checks. There are many steps to take with cash, including looking forraised printing, blurry borders, lack of red and blue threads, watermark authenticity, and more. Checks can be a bit trickier, so I first look for a perforated edge, the check number, and the logo of the bank from where the check originated. Rest assured that I am meticulous and keen on detail."
Rachelle's Answer #2
"Fraudulent checks can be a challenge to detect. I know that one of the most important factors to look at is the MICR line, which is at the bottom of every authentic check. When running my finger over the ink on the MICR line, it should feel smooth. On many fake checks, this line will feel bumpy and raised. When it comes to counterfeit cash, I look at the quality of the paper, how the watermark reacts to the light, and its corresponding numbers. I have strong attention to detail and will be very careful with every transaction I complete at Navigator Credit Union."
Navigator Credit Union puts our members first. How will you always put our members' needs first?
Credit union and banking environments are competitive, and one of the factors they compete over is who offers the best customer service! People want to bank where they feel comfortable and welcome. Discuss with the interviewer how you ensure that their members will receive the best service from you, should you be the successful candidate.

Rachelle's Answer #1
"My professional approach is always to treat the members of Navigator Credit Union how I expect to be treated when I go to my bank. Sometimes, I go to my bank to make a quick deposit and other times; it's to apply for a loan or ask for financial advice. Those visits can feel vulnerable, so it's important that a member feels welcome and comfortable no matter the nature of their visit. I will put your members' needs first by always smiling, being willing to help, and maintaining my knowledge on Navigator Credit Union products."
Rachelle's Answer #2
"I appreciate everything that Navigator Credit Union does to put members first. I will put Navigator Credit Union members first by maintaining knowledge of your products and services. I will actively listen to each member I serve, and ask them discovery questions, to help me best uncover their needs."
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