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Royal Bank of Canada 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

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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Royal Bank of Canada Interview Questions

  1. 1.

    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?

      This is a question that is being posed to you that gives you a chance to show your ability to overcome adversity and handle yourself with integrity during a time of failure. Your job in answering this question will be to prove that you can cope with failure in a productive way that leads to making the situation right and learning lessons for the future. As you prepare for a question like this for your interview with Royal Bank of Canada, think of a situation where you can highlight both of these things and don't hesitate to tell your interviewer the reasons why the failure occurred. Your interview fully understands that you are a human that makes mistakes and as long as you take a lesson moving forward, you will be in great standing with them.

      Ryan's Answer

      "A couple of years ago with my current company, my manager asked me if I would consider a promotion into a role as a supervisor for our department. Having not had experience supervising individuals up to that point in my career, I was very hesitant at first. My manager kept telling me that I had the skills necessary to do so. I did accept the offer to become the supervisor and after just three months, I fully realized that the position wasn't for me. I had become very close friends with a lot of the people I was now supervising and that made the real difficult for me. I didn't hesitate to approach my manager to let them know that I wasn't cut out for the role and we worked on a plan for me to transition back my former role. Looking back on the situation, I really learned a lot about myself and who I was as a worker to not put myself in a situation like that again."

      Ryan's Answer

      "In my current role, I was the person who was informed that we were losing one of our biggest clients to a local competitor. In speaking with the client, they were very unhappy about our customer service and overall pricing. Being responsible for the customer service for our customers, I felt very responsible for losing this client and had to break the news to our leadership team. Right away, our Sales Manager contacted the client to ask a lot of questions on why they were no longer utilizing our services. From there we took a lot of lessons moving forward and I worked through a new customer service policy for my team to follow moving forward."

  2. 2.

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

      To help save time and ensure accuracy, Royal Bank of Canada has invested in cash counting technology to help automate cash counting processes within its branches. As a Teller with Royal Bank of Canada, a part of your job will be operating and troubleshooting these machines on a daily basis. Your interviewer will likely be able to simply answer this question themselves by simply looking at your resume. What they are really looking to hear is that you have some tech savviness in working with simple machines in any of your work experience. If you do have direct experience with currency counting machines, that is great! If not, there is no need to worry as long as you can talk about your ability to learn and thrive with different technologies and give examples of times where you've had to do just that.

      Ryan's Answer

      "While I don't have direct experience working with currency counting technology, I feel very comfortable in my ability to learn how the machines here at Royal Bank of Canada operate. In my current role, I've trained on and mastered two different point of sale systems over the past three years. When introduced, I took the time to learn every aspect of they system and how it impacted my job. Through the training processes, I was attentive and hands on to make sure I could hit the ground running on the sales floor. Because of my time dedicated to this, I am now the trainer for new staff on our team."

      Ryan's Answer

      "Other than cashing in change in my own bank's lobby, I don't have direct experience. But, I do consider myself to have a very high technical acuity when it comes to machinery and technology. If offered a Teller position here at Royal Bank of Canada, one of my first priorities would be to become an expert on all systems that I would be required to work on. In my last role, I had to do just this with the phone and computer systems that were specific to my role and I did this with ease."

  3. 3.

    On the finance side of Royal Bank of Canada, we expect our representatives to be ingrained in our sales focused culture. If hired for this role, how would you learn and embrace our sales process?

      As an experienced loan or finance professional, your interviewer is likely very confident in the skills that you would bring to the team. This question gives them the opportunity to how you will fit into the unique culture with the team at Royal Bank of Canada. Because they are a sales focused organization, your interviewer will expect anyone in this role to embrace that culture. In your answer, talk about your ability to partner with sales staff by using your strong people skills. As well, give your interviewer a sense of how you go about learning new processes if hired for this position and don't hesitate to give an example from your past on how you've done this.

      Ryan's Answer

      "Knowing that the main goal of Royal Bank of Canada is to sell more products, I understand my role on the finance side is to provide customers with the best options for them to walk out the door as a lifelong customer. If hired for this role, I will take the time over the first weeks on the job to fully understand your product line, costs and typical financing procedures so I can hit the ground running in no time. In my current role, I communicate very regularly with our sales staff on each customer that we work mutually together with. It really helps provide the best customer experience possible and absolutely helps boost sales."

      Ryan's Answer

      "I would fully expect that a good part of my orientation process into this role at Royal Bank of Canada would entail a full education on the sales part of the business. I would look forward to working closely with and learning from the boots on the ground sales staff as that would give me great insight into the customers that I would be working with. From there, I would be able to build relationships with the sales staff and build a bond moving forward."

  4. 4.

    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 Royal Bank of Canada 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

      "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 Royal Bank of Canada over the phone."

      Ryan's Answer

      "The skills that I would bring to the team here at Royal Bank of Canada 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."

  5. 5.

    Take a couple of minutes to sell this notepad to me.

      To be successful in the financial advising field, one top key to success is your ability to sell your service to your clients. For this task, your interviewer will slide a notepad (or other item) to you across the table and ask you to sell it to them. First and foremost, your interviewer will be looking for you to project confidence in your pitch and your ability to find their own needs in what they're looking for in a notepad while you give them your pitch. As you sell them the notepad, be sure that you are confident, creative and that you ask questions of them. Overall, see this question as a fun opportunity to show your advising skills in a very nontraditional way and it will be a success for you.

      Ryan's Answer

      "Well Mr. Jones, I know in your line that you definitely in high need of notepads to help you succeed in your industry and I'm here to show you a new product we have put out to market that can exceed your needs. You'll notice that it features very wide margins that accentuate the note taking procedures for all who use it. You'll also notice that each individual sheet is carefully perforated to make separation from the binding an easy task compared to other notepads. The last feature of our new notepad is that it comes in many different paper colors that suit your needs. If you want, take this sample to your office for a week and put it to use. If you and your staff would make use of it, I can set you up with your first shipment in no time!"

      Ryan's Answer

      "Mrs. Jones, we at Notepads, Inc. are excited to announce a new line of notepads for our exclusive customers. If you can, tell me a bit about your frustrations with your current line of notepads that you use. Wow, thank you for that. I can tell that functionality, cost and supply are all issues that are of concern and I'm happy to tell you that this fantastic notepad meets your needs with the brightest white paper, narrow ruled, right priced and readily available features. I'd like to talk about you further about pricing and delivery options when you are ready."

  6. 6.

    As a Personal Banker at Royal Bank of Canada, how would you select products to suggest to our customers?

      At the heart of the role of a Personal Banker falls your ability to use your sales skills and customer service skills to match products that best suit each individual customer's needs. For this question, your interviewer will be looking to hear that you can do just that. As you answer this question, highlight your ability to learn and know the entire catalog of financial products you would have at your disposal and then switch to your sales skills mode where you talk about tailoring packages to each individual based on their needs. To really sell your interviewer on your ability, try to use a real world example where you used features and benefits to meet someone's needs in a sales related situation.

      Ryan's Answer

      "To do this effectively, I would rely on my ability to get to know my customers and their needs and I do this through confident and friendly conversation with them. Once I know their needs and goals moving forward, I can then take a wise approach to our product base to get them involved with the products that help them meet their goals. Last year, I did this with a customer that I had over a years worth of history with. Through both email and in-person conversations, I learned that early retirement was definitely a goal of his and I used the benefits of our IRA accounts to help him open one and thrive moving forward."

      Ryan's Answer

      "If hired for this role at Royal Bank of Canada, my first goal would be to learn the entire package of personal accounts, savings, loans and investment products that customers here can take advantage of. Armed with that knowledge, I would then rely on my ability to get to know my customers and what they find important to them to help them grow and thrive into the future. I believe that my background in sales will help me to match the great products here at Royal Bank of Canada with each individual's needs because I've done this in both the automotive sales industry and the food industry."

  7. 7.

    Tell me about a time when you showed integrity in your work.

      Integrity is best displayed through honesty and consistent moral values. The banking industry relies on employees who are trustworthy and reliable. Give an example that shows how you have demonstrated these qualities in the past.

      Ryan's Answer

      "In my last position, I was responsible for the cash deposit on a daily basis. There was never a discrepancy, in the four years that I worked there. I have proven myself reliable through my consistency, always showing up on time, meeting deadlines, and keeping my word."

      Ryan's Answer

      "I show integrity in my work in everything that I do. It's important to me that my employer and colleagues see me as trustworthy, with a strong moral compass."

  8. 8.

    If you were on the job here at Royal Bank of Canada 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 Royal Bank of Canada, 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

      "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

      "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."

  9. 9.

    If a client here at Royal Bank of Canada were to be denied the financing that they desire, how would you handle that situation?

      As a Loan Officer at Royal Bank of Canada, 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 Royal Bank of Canada for business in the future.

      Ryan's Answer

      "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

      "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."

  10. 10.

    What is one unique skill that you will bring to our loan processing team here at Royal Bank of Canada?

      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 Royal Bank of Canada offers you the job. In your answer, be sure to explain why this skill applies to this role.

      Ryan's Answer

      "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

      "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.

    How do you work in environments with people who are different from you?

      The banking industry thrives on team players with communication and listening skills who can help build internal and customer relations with individuals of diverse backgrounds. Give an example of how you led a team, or collaborated with a group for a school project, to show Royal Bank of Canada that you are perceptive and sensitive to the needs of others.

      Ryan's Answer

      "I have worked with people from all backgrounds and personalities. Whenever I join a new team, I make a point to get to know each person and find ways we can connect. I'm outgoing and friendly with everyone I meet while respecting their different styles and any open ideas they may bring to the team."

      Ryan's Answer

      "Diversity is all around us, whether it be at work or home. I treat everyone equally and give everyone the respect and positive attitude that I would expect to receive from them."

  12. 12.

    How do you define success?

      Think about your definition of success. Be sure to tie your answer into the success that you plan to bring to this particular position, should you be offered the role with Royal Bank of Canada.

      Ryan's Answer

      "I define success through my ability to reach the goals that are set out for me. On a personal level, the things I wish to achieve in my life. On a work level, the targets that are set out for me as well as the professional development that I seek."

      Ryan's Answer

      "For me, success is achieved when I can be proud of what I have accomplished in the day, and can also be proud of the attitude that I kept while meeting those accomplishments."

  13. 13.

    In this finance role with Royal Bank of Canada, 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. Royal Bank of Canada 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

      "In this role with Royal Bank of Canada, 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

      "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."

  14. 14.

    At Royal Bank of Canada, 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?

      As Royal Bank of Canada continually builds a team based atmosphere within their branches, they want to ensure that new employees that are brought aboard are true team players that will thrive in their culture. As you answer this question, be sure to stress to your interviewer that you are a team player by talking about your experiences in working as part of a team. Talk in detail about what roles you are comfortable in assuming in a team atmosphere and then discuss your own personality traits that make you a great team player. If possible, try to stress the importance of and your ability to communicate effectively to your interviewer.

      Ryan's Answer

      "If hired for this role, I understand that I'd be working among a great team of Tellers, Loan Officers, Analysts and Advisers and I really love this aspect of the role here at Royal Bank of Canada. In my current role, I work closely with our administrative and sales staff to help ensure smooth operations on a daily basis. I rely on my ability be upfront in speaking with everyone that I work with, no matter what role they play with the organization. I have no worries in walking into the office of our CFO to talk on a regular basis and wouldn't hesitate to do so if needed for this role."

      Ryan's Answer

      "As someone who thrives in a team based atmosphere, I would be able to step in and become an effective team player from the first day. I have taken the lead on many project teams during my career and love the responsibility of taking charge on these teams. As well, I can also take directions from others on my team when needed. I have a communication style that is very confident, friendly and professional no matter who I work with. During my career, I've been complimented for my openness to feedback from others and my willingness to help other members of my team when needed."

  15. 15.

    What are your top three strengths? How will you use them to make an impact at Royal Bank of Canada?

      Reviewing the job description and the company website will give you some direction on which qualities Royal Bank of Canada values most. Share your most valuable strengths. Think about them within the context of the position. You can refer to the list of responsibilities within the job description as a guide. Explain how your strengths will help you to accomplish these tasks; and better yet, help you to exceed expectations.

      Ryan's Answer

      "I have exceptional attention to detail and great communication skills. I am also quick to solve problems, which helps me handle customer issues with ease. These strengths will help me to build relationships and maintain customer satisfaction."

      Ryan's Answer

      "I plan to make an impact at Royal Bank of Canada through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."

  16. 16.

    We want our advising team at Royal Bank of Canada to be happy and healthy. How do you manage the day to day stress of being a financial advisor?

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  17. 17.

    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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  18. 18.

    What do you know about Royal Bank of Canada?

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  19. 19.

    Tell me about your favorite manager. What did you enjoy most about working with them?

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  20. 20.

    If a customer at Royal Bank of Canada had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?

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  21. 21.

    Here at Royal Bank of Canada, 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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  22. 22.

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

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  23. 23.

    Tell me about your cash handling experience.

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  24. 24.

    How would you deal with an irate customer?

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  25. 25.

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

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  26. 26.

    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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  27. 27.

    How would you rate your comfort level receiving money and counting back many to our customers here at Royal Bank of Canada?

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