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Nedbank 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

Among the common issues that are faced by Data Analysts in their work, which one or two problems do you feel really challenge analysts in the financial industry?

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Nedbank Interview Questions

  1. 1.

    Among the common issues that are faced by Data Analysts in their work, which one or two problems do you feel really challenge analysts in the financial industry?

      While the challenges faced by general data analysts makes for a pretty long generalized list, this question is allowing your interviewer the chance to see your critical thinking skills by having you talk about which challenges you feel will be critical in the financial field. While there isn't necessarily a right or wrong answer in this question, make sure that you are able to speak intelligently about your answer and provide ways with how you can meet the challenges in your work with Nedbank.

      Ryan's Answer #1

      "From my two years of experience as a Data Analyst in the financial industry, of course the common issues of overlapping data and duplicate entries did come up. But I've found the biggest issue to be the collection and implementation of real-time data to be the biggest hurdle. With markets continually changing on a daily basis, I've had to be diligent about updating reports for my advisors that I work closely with because what may be valid and real one day may be out of date the next."

      Ryan's Answer #2

      "Having some very close contacts that are already working in the financial field in data analysis, I understand that manual data tracking can be a pain point due solely to the time needed to complete. Being highly educated in automated processes and utilizing machine learning in other industries, I think the knowledge I could bring to the team here at Nedbank would really help advance your data analysis practices within my first six months on the job."

  2. 2.

    What experience do you have working on an advanced phone system and what skills do you have that you feel would be essential to work with our clients over the phone?

      As the customers of Nedbank become more virtual, a good chunk of business transactions happen over the phone. In this role, you will be expected to bring solid skills in handling the technical side of the phone system and great communication skills to handle customers when not face to face. In your answer, talk about any experience you have in working a multi-line phone system. As well, talk about the communication and organizational skills you have to ensure that you can help customers in any way possible over the phone.

      Ryan's Answer #1

      "In my current position, I handle a majority of the incoming calls to our company. I have to triage calls based on customer needs and utilize the system to transfer calls, place customers on hold or push through to another person's voicemail. Some key things that have helped me master this part of my current job are my willingness and ability to learn my company inside and out and my clear and concise communications with customers that call. If hired for this role, I would be very thorough in my orientation process to learn all of the potential situations I would face with customers here at Nedbank over the phone."

      Ryan's Answer #2

      "The skills that I would bring to the team here at Nedbank in this role would be clear and concise verbal communication skills, my ability to read the tone of voice of others and strong organizational skills to handle multiple duties at one time. These skills really helped me thrive in my last role where I was handling customers online, over the phone and in-person in our branch office. At that job, I used and worked on the Avaya cloud based phone system and was able to learn and use all functions of that system."

  3. 3.

    How would you respond to a customer complaint?

      The interviewer would like to be assured that you can professionally handle customer complaints. Give an example of a time you helped resolve a customer's issue.

      Ryan's Answer #1

      "A customer called me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for Nedbank."

      Ryan's Answer #2

      "Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."

  4. 4.

    The banking industry can be stressful. Tell me about a time when you worked in a high-pressure situation.

      While working at Nedbank you might find yourself stressed by customers or the fast pace of the work environment. Think of a time where you produced your best work under pressure to showcase how you shine under high-pressure situations.

      Ryan's Answer #1

      "When I was working as an administrator at a financial firm, I worked in a very high-pressure environment. There was one case that was highly sensitive and required me to pay extra attention to detail. I had limited time to prepare the paperwork, but I was still able to support the lawyer and the client, by staying calm and carefully providing everything they needed. I asked questions to clarify the deadlines that needed to be met and set daily goals to meet them."

      Ryan's Answer #2

      "Almost every day in my banking career has been filled with high-pressure situations. When I am faced with a stressful situation, I remind myself to slow down, breathe, and assess the situation before jumping in with both feet. Customers seem always to appreciate my calm and methodical approach."

  5. 5.

    If you were having an interaction with a client here at Nedbank and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

      As the forward facing client services representative with Nedbank, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that.

      Ryan's Answer #1

      "In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance and service staff have to give the final stamp of approval on in answering customers questions. In these situations, I have a great amount of knowledge where I can prepare the customer for speaking with the right person while also ensuring them that the sales, finance or service staff will provide the final answer. Then, I work quickly to get them to the right person."

      Ryan's Answer #2

      "In a situation where I didn't know an answer, I would ensure the client that we have the right staff in place that would be able to help them quickly and efficiently. I would communicate to the customer what the next step would be and if that would be me putting them directly in contact with someone or me taking their contact information and having someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."

  6. 6.

    If you were on the job here at Nedbank and a customer came to you with a very odd request that you did not know the answer to or how to solve, how would you handle that situation?

      If hired for this role at Nedbank, you will have the opportunity to interact with a wide variety of customers. Given that variety, the number of unique, and often odd, requests that could come your way are pretty great. Whether a customer is looking to transfer money to another country or some other odd request, your interview is hoping to learn that you are able to think on your feet and not get flustered in any situation you may face on the job. As you answer the question, stay focused on the professional and resourceful approach that you would take with customers when put in this situation and don't hesitate to talk about any similar experiences you've handled in the past on the job.

      Ryan's Answer #1

      "If I were faced with any question that I didn't know the answer to on the job, I would confidently explain to the customer that I would need to bring in another teammate to help solve the issue and would do so quickly. While I always try to be a subject matter expert on any job that I do, working with external customers can always bring new things. If I could use any resources like a company intranet page or other documentation to help solve the issue myself, I wouldn't hesitate to do that either."

      Ryan's Answer #2

      "First, I would make sure that I fully understood the situation by asking more questions of the customer and would do so in a very polite and professional manner. To ensure that the customer knows a plan moving forward, I would then explain my next course of action. If it was an issue that I had to approach my manager about, I would do so immediately and I would show the customer where they could wait in the lobby. If I would be consulting any documentation or other resources, I would do the same with the customer to not have a holdup in the lobby. Then, I would work diligently to find an answer and make sure the customer was handled in a respectful and efficient manner."

  7. 7.

    How do you build rapport with those that you work closely with?

      The banking industry relies on the relationships built between the institution and its customers and your role as a Teller with Nedbank will find you face to face with many customers. Your interviewer is looking to learn how you go about building rapport with both customers and your colleagues in this question. As you answer, be sure to talk both about why you feel that building rapport is important and the ways that you go about building rapport to those that you work with. If possible, make sure to highlight why building strong relationships is important in the banking industry to really sell your interviewer that you have what it takes to be a part of the success at Nedbank.

      Ryan's Answer #1

      "In an industry like yours here at Nedbank, one bit of mistrust between your institution and a customer can spell disaster as they withdraw funds and move them somewhere else. I pride myself on ability to build trust and rapport with those that I work with and I do this by being very genuine in all of my interactions and finding time to connect personally with all that I work with. I always remain respectful to the needs of others and do my best to keep a smile on my face and stay positive at all times."

      Ryan's Answer #2

      "In my mind, building rapport with my colleagues and customers comes down to the basic principle of trust. I build trust with people by doing what I say I'm going to do and delivering results on time. I'm also always considerate to the thoughts of others and work my timeframes around the needs of others, especially when it comes to the customers that I work with. I am confident that my ability to connect with customers in a trusting way will greatly benefit the business here at Nedbank because customers want a friendly and trusting face handling their personal finances."

  8. 8.

    Tell me about your experience in the banking industry.

      Share details of your banking experience to show Nedbank 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 Nedbank."

  9. 9.

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

      Multi-tasking is a great skill to have within the banking industry. Share a situation that demonstrates your ability to handle the daily tasks of a busy banking environment.

      Ryan's Answer #1

      "A customer came into the branch with multiple requests. To ensure that I addressed each of their needs, I wrote down a few notes for myself to gather the information. This was also helpful because when I needed to answer the phone in the middle of the transaction, I didn't forget any of the important details and I was able to resolve both requests promptly. All the while, I kept the customer engaged and made sure their banking experience was enjoyable."

      Ryan's Answer #2

      "To keep track of transaction details, while engaging in conversation, I will ask the customer questions or repeat what they are saying to me. This helps me to commit their needs to memory while still appearing engaged, and in the moment."

  10. 10.

    In this role with Nedbank, we will rely on your analytical reporting skills on a regular basis. Why do you feel analytical reporting is important in the financial field?

      Because the financial field is heavily reliant on numbers and data, analytical reporting can be a great tool to help key stakeholders make key decisions that have a positive impact on the business. In your answer to this question, point out the fact that you know the impact that data can have in the financial field and also talk about the types of analytical reporting you have done in the past that can be useful to the team at Nedbank. Also, feel free to ask any follow up questions on the expectation for this position.

      Ryan's Answer

      "As a Business Analyst, I've always viewed data as a tool to help make the right business decisions and my analytical reporting requires thoroughness in my data reporting. Here at Nedbank, you can easily make decisions based off of hunches or gut feelings. But I have a feeling that the more data gathered to help make the decision, the better the decision ends up being in the end."

  11. 11.

    What statistical analysis tools do you have experience working with?

      As a successful and resourceful Data Analyst, your interviewer at Nedbank is expecting you to be knowledgeable and well-versed in the many tools available to you. In your answer, be sure to show diversity within particular programs like SAS and SPSS while also explaining that you are very proficient in Microsoft Excel. On top of the programs, talk about any experience you have with programming and database language like SQL and Python.

      Ryan's Answer #1

      "In my current role, most of my analysis is handled in SAS and I've really grown to appreciate the program's ability to to manage large data sets and create predictive modeling in the financial field. From a past job, I have experience on SPSS and also with the SQL programming language to build robust databases. Of course, I have received expert level training in Microsoft Excel and consider myself a master of the program."

      Ryan's Answer #2

      "Having been in the field for over 15 years, looking back at the technological advancements in the tools that we use is very amazing. I consider myself very fluent in both the Sisense and KISSmetrics programs. I also have a good amount of experience in Crystal Reports."

  12. 12.

    The clients of a financial firm like Nedbank can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

      Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.

      Ryan's Answer #1

      "As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with Nedbank, these same skills would be vital for me to find solutions or the right person to talk to if needed."

      Ryan's Answer #2

      "First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had a very angry customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down and later that day, my manager had a formal complaint sent to the manufacturer and we were assured that they'd be in contact with the customer."

  13. 13.

    Out of all of our products at Nedbank, which one would you be most likely to use? Why?

      Learn as much as you can about what makes Nedbank 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 Nedbank. 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 Nedbank because your rates are incredible and you make the rules surrounding lending easy to understand."

  14. 14.

    How would you rate your comfort level receiving money and counting back many to our customers here at Nedbank?

      As a Teller with Nedbank, you will be responsible for the receipt of cash and distribution of cash to customers that come into the lobby and drive-thru of the branch location you would be working at. Your interviewer will be looking to hear about any direct experience that you have in handling money during your career. As you talk about any experience that you do have, be sure to make it clear that you take pride in the accuracy of your work and that you show honesty and integrity that all you do in working with sums of cash.

      Ryan's Answer #1

      "Because of my cashier experience in the retail industry, I would say I'm very comfortable in handling and counting large sums of cash very accurately. I was responsible for transactions made via cash, check and credit card and at the end of every shift, I had to reconcile my till. I'm happy to say that I never had an issue with a till that was off at the end of a shift or a customer that complained about change that I had given them. This was all due to the extra time that I took to ensure accuracy in every transaction."

      Ryan's Answer #2

      "While I don't have direct work experience as a Cashier or Teller handling cash, I would still say that I'm confident in my abilities to handle that aspect of the job here at Nedbank. As you can see from my resume, my experience in finance has had me balancing accounting ledgers and those duties required a strict attention to detail and a high level of integrity in the work that I performed. I think this experience would help me transition very nicely to this role."

  15. 15.

    Our clients here at Nedbank expect top-tier service and products and we will expect you to do just that in this role. Have you ever went the extra mile for a client when it wasn't expected? Why did you do so?

      Nedbank looks to set themselves apart from their competition by delivering the best service possible in the industry. You, as a customer service professional, are likely used to doing this so in your example, be sure to think about a time where your going above and beyond the call of duty really impacted the overall customer experience. No matter what example you use, be sure to explain why you felt it was important to take that action and what outcomes you are aware that it produced.

      Ryan's Answer #1

      "A couple of years ago when I was working customer service in retail, a customer was looking for what happened to be a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued and have her be on her way. What I did was take down the customers contact information and let her know that I could contact our person that handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and have it coordinated to ship directly. We put the customer in direct contact with the supplier and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the situation that the customer was in and knowing she was a loyal customer of ours."

      Ryan's Answer #2

      "My current role in hospitality often has me working with very high profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding and upcoming stay for the musician. I proactively asked for their dining and entertainment preferences and with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for the his extended stay. Prior to him leaving, his manager reached out to thank me for the great service!"

  16. 16.

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

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  17. 17.

    How do you stay organized?

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  18. 18.

    At Nedbank, 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.

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  19. 19.

    In working with financial data here at Nedbank, what are the steps you would take in the data validation process as part of your work?

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  20. 20.

    Talk about a time you had to handle failure at any point in your career. How did you handle that situation and move forward with confidence?

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  21. 21.

    At Nedbank, we are building a very team based culture. If hired for this position, what would you be able to contribute to this team based culture?

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  22. 22.

    Talk about a time you had to communicate with a colleague or customer that was unhappy. What were the keys to making the situation better for all involved?

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  23. 23.

    Have you ever operated a currency counting machine or a coin counter?

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  24. 24.

    What do you want to accomplish at Nedbank?

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  25. 25.

    Talk about a time where you felt overwhelmed by your job duties. What did you do to stay organized and on track with everything happening?

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  26. 26.

    Here at Nedbank, part of your job will entail talking to our customers about sensitive and confidential information. How will you handle these situations if offered this position?

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  27. 27.

    As a Business Analyst at Nedbank, you will be tasked with working with diverse teams of stakeholders on different projects. How do you handle stakeholders that are difficult and bullheaded?

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