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Navy Federal Credit Union Interview
Questions

30 Questions and Answers by
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 would you do if you caught a co-worker stealing money from Navy Federal Credit Union?

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Navy Federal Credit Union Interview Questions

  1. 1.

    What would you do if you caught a co-worker stealing money from Navy Federal Credit Union?

      Since you will handle thousands upon thousands of dollars in cash every day, the interviewer wants assurance that you are responsible, keen, and honest. A part of honesty is also holding your co-workers accountable for their actions, and following Navy Federal Credit Union policy. Discuss the steps you would take if you caught a co-worker stealing.

      Rachelle's Answer #1

      "I show pride in my work, and always take concern for the good of the company. I would feel obligated to report a co-worker stealing from the company, whether it was $10 or $10,000. If I were to witness a co-worker stealing, I would report the incident immediately."

      Rachelle's Answer #2

      "Theft is never acceptable, no matter the amount of intention. If I witnessed a co-worker stealing money from Navy Federal Credit Union, I would report the incident to my nearest supervisor. Of course, if you have a more formal process for reporting incidents of theft, I would refer to those guidelines."

  2. 2.

    How do our fees at Navy Federal Credit Union stack up against traditional banks?

      Credit unions are non-profit where banks are for profit. For this reason, the fees at Navy Federal 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 Navy Federal Credit Union and understand how their offering stacks up against traditional banks.

      Rachelle's Answer #1

      "Because Navy Federal 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 Navy Federal Credit Union products."

      Rachelle's Answer #2

      "I understand that credit unions like Navy Federal 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 Navy Federal Credit Union to often offer lower fees on mortgages and loans."

  3. 3.

    Have you ever been terminated? If so, what were the circumstances surrounding your termination?

      Navy Federal Credit Union has to be very careful who they hire, since their employees are privy to sensitive customer and financial information. If you have faced job termination, you must be upfront about the situation. There is a high likelihood that Navy Federal Credit Union will call references, and perform background checks including employment verification so its best that you be open and truthful from the start.

      Being let go from your position is an unfortunate event; however, it happens to the best of us and often for situations that are out of our control. It's best to own up to it if you have ever lost your job. Be brief in your explanation but also let the interviewer know what you learned.

      Rachelle's Answer #1

      "Luckily, I have never experienced a termination; however, I understand that it happens to the best people at times. If I were up for termination, based on job performance, I would appreciate an open and transparent conversation with my boss. This way, I would have the opportunity to adjust my approach and redeem myself."

      Rachelle's Answer #2

      "I experienced a termination earlier in my career; I was not as prompt as I am today and bit off more than I could chew between being a full-time student and a part-time retail employee. After coming to work late a couple of times, my boss lets me go. It was embarrassing and changed the course for me. I am much more dedicated and have not been late for work in years."

  4. 4.

    What do you believe we can improve on, at Navy Federal 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 Navy Federal 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 Navy Federal 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 Navy Federal Credit Union craft a great strategy for this particular community."

  5. 5.

    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 Navy Federal Credit Union."

  6. 6.

    Customers can become upset with Navy Federal 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."

  7. 7.

    One small error can throw off our entire balance. How do you react when you do something wrong at work?

      In the banking industry, even a small mistake can make a massive impact on business operations. How you react to an error made will tell the interviewer a great deal about you and your honesty level.

      Perhaps the mistake is one that could land you in a lot of trouble. The hiring authority at Navy Federal Credit Union wants to know if you would try to hide the incident, or if you would tell your manager before the situation went beyond repair. Of course, the best way to answer this question is to show accountability.

      Rachelle's Answer #1

      "I can be my toughest critic when it comes to making mistakes. If I made an error, I would tell my manager right away. If a manager were not available, I would bring the situation to the attention of a co-worker capable of helping me fix the issue. Even being pennies off in a day can make a big impact so you can rest assured that I will deliver perfection."

      Rachelle's Answer #2

      "I am an honest person who is accountable and eager to learn. These traits ensure that I ill take every action necessary to do my job perfectly. If I make a mistake, I want to learn from that error so I would most certainly bring the error to the attention of my manager. The sooner, the better, so that there are as few consequences as possible."

  8. 8.

    Navy Federal 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 Navy Federal 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 Navy Federal Credit Union products."

      Rachelle's Answer #2

      "I appreciate everything that Navy Federal Credit Union does to put members first. I will put Navy Federal 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."

  9. 9.

    How would you approach a task you were not trained to do?

      Thinking on your feet is an essential trait in the banking industry. There is a lot to learn and know, and many changes in the day as you help a large variety of customers with varying needs. The interviewer wants to see how you approach a situation when you do not possess the knowledge or training required.

      The key to answering this question is to show that you are competent and able to find answers independently. Perhaps you are an excellent researcher, or maybe you ask others for help, without hesitation. Show the interviewer that you would remain calm and collected; doing what you need to get the job done right.

      Rachelle's Answer #1

      "Going into my last customer service job, I had minimal training on service and the point of sale system. I watched online tutorials from YouTube, asked my colleagues for help, and observed others on the job. If asked to complete a task that I was not trained to do, I would take the same approach. I am highly capable and a good researcher, so I'm confident in my ability to learn independently."

      Rachelle's Answer #2

      "When I first started university, I was asked to give a presentation in the first week of my courses. I had never crafted a real presentation before, let alone speak in public, so I was very nervous. I spent an entire afternoon watching TED Talks so that I could get an idea of what makes a good presentation. Then, I brushed up on my PowerPoint skills and made engaging visuals. When I am asked to perform a task outside of my comfort zone, I jump in feet first and learn, using the resources available to me."

  10. 10.

    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 Navy Federal 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 Navy Federal Credit Union and I'll do everything I can to ensure a members' information is never compromised."

  11. 11.

    If hired, how will you begin to build trusting relationships with our clients and your co-workers?

      Credit Unions often boast a tighter-knit customer base than traditional banks. Members of Navy Federal Credit Union may have higher expectations when it comes to the level of service they receive from you, and it all begins with connection. With a wide range of backgrounds, and personalities; client and coworker connections can take time to form. Discuss how you ensure an active line of communication right from the start.

      Rachelle's Answer #1

      "First impressions can mean everything, so I will make a strong attempt to build a genuine connection with Navy Federal Credit Union clients and team members. With your members, I can ask lighthearted discovery questions such as where they work, or if they have any fun vacations coming up. I will also be open to feedback on how I can best support them and their banking needs. With my co-workers, I will be there to listen, observe, learn, and support."

      Rachelle's Answer #2

      "To build a trusting relationship with my co-workers, I will show up to work on time and dressed appropriately. I will listen to their coaching and ask for feedback. When it comes to the members of Navy Federal Credit Union I will add value to every interaction and get to know them on a level that is personal yet still professional."

  12. 12.

    Are you a Navy Federal 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 Navy Federal 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 Navy Federal Credit Union.

      Rachelle's Answer #1

      "I have been a member at Navy Federal 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 Navy Federal 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 Navy Federal 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."

  13. 13.

    Tell me about one career achievement you have set for yourself this year.

      Navy Federal Credit Union wants to know that you have ambitions related to growing your career in the banking industry. When you have goals on the horizon, you show the interviewer that you have an interest in advancing your career and staying in your industry for a long time to come.

      When you do not have goals set, the interviewer can interpret this as you being unmotivated and disengaged. Your goals can be as simple as finishing an online course, learning a new skill, or reaching a sales target.

      Rachelle's Answer #1

      "One achievement I would like to see this year is to make the top 3 for cross-selling at my current bank. My targets and goals are simple, but I like to exceed them, no matter what they are. The more successful my bank is, the better we can serve our customers."

      Rachelle's Answer #2

      "Next month, I am graduating with my business administration degree. My goal is to land an exceptional internship, like this one at Navy Federal Credit Union and get my career started on the right foot!"

  14. 14.

    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 Navy Federal 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."

  15. 15.

    In your opinion, what is the best service or product offered at Navy Federal Credit Union?

      The interviewer wants to see that you have put time into researching and getting to know the offering at Navy Federal Credit Union. As a well-established credit union, Navy Federal 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 Navy Federal 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."

  16. 16.

    Credit Unions rank higher in customer service than traditional banks. Why do you think this is?

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  17. 17.

    Walk me through your customer service training.

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  18. 18.

    Do you have any sales experience? Would you be comfortable upselling a Navy Federal Credit Union banking product?

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  19. 19.

    Are you aware that this job has goals and targets? When have you worked in a similar environment?

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  20. 20.

    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?

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  21. 21.

    Do you have any formal education that will help you succeed in this role?

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  22. 22.

    Are you okay with routine work, or do you prefer a mix of responsibilities?

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  23. 23.

    Do you consider yourself a logical person, able to make sound judgments under pressure?

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  24. 24.

    Your background is not in banking. Tell me what skills and characteristics qualify you for this position with Navy Federal Credit Union.

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  25. 25.

    Are you a patient person? How do you boost your patience level in challenging situations?

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  26. 26.

    Do you have plans for continued education?

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  27. 27.

    What do you enjoy about your career in banking?

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  28. 28.

    Looking back to your most recent performance review; what was one area for improvement, and one positive?

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  29. 29.

    Do you have any questions about Navy Federal Credit Union or this job?

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  30. 30.

    How much do you earn in your current role?

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