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

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

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

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

Tell me about a risk you've taken that paid off.

"My folks used to say you can't grow if you're not willing to risk stepping outside your comfort zone. They'd also say that luck is where you find it. They taught me how to pursue my goals and achieve them. Finding opportunity takes work, but seizing that opportunity takes a calculated risk. The calculation comes with how well you've stacked the odds in your favor. That takes work. Finding luck takes work. My application for this job was risking disappointment, but so far it's paid off with this interview. If I'm not offered the job, that will be a disappointment, but it still has its rewards. There's a growth opportunity to learn from it and improve my performance, further stacking the odds in my favor."

The interviewer wants to know if you are a risk-taker or risk-averse. When delivering your example, present yourself as someone who takes calculated risks as opposed to someone who is a habitual risk-taker. Innovation is partly achieved by taking calculated risks. Some employees are risk-averse, maintaining the status quo. For others, taking risks comes naturally. Still, others take risks compulsively, which could turn costly for an individual, a family, or a company. If you are a risk-taker, they want to know how you evaluate risk.

"My motto is that the most basic explanation for what I do is making my bosses' jobs easier. This includes anticipating their needs by understanding them, the other members of my team, the work that needs to be done, and a full scope of the big picture. There are, of course, occasions where a quick decision needs to be made, and there's no supervisor there to make the call. If it's urgent, then making that decision without them is a calculated risk. I've learned how to make the call without overstepping my bounds, but stay true to the big picture and the needs of the entire team. For example..."

Tell me about a time your attention to detail protected your employer's assets.

"At my last job, I was going over orders that were already punched. I am pretty good at math, and I noticed that the number punched didn't match up with the running total. I was able to quickly locate the mispunch, which was a high-ticket item that doesn't move very fast and is prone to shrinkage. My boss was present when I discovered it, so I got a nice pat on the back that day."

Offer examples of how your attention to detail benefitted the team. Probe your experience in the various ways you've handled your work with diligence and accuracy. Touch on your organization skills and methodology or approach to your attention to detail and the standard you set for your work.

"When I worked at my last bank, I dealt with a super crafty short change artist. They didn't come to my counter, but I listened to what was happening a couple of counters away. As soon as I sensed something was awry, I stood by as a second set of eyes and said, 'Hey, this got confusing fast. Why don't I double-check these numbers for you? Let's start over.' We started over, and the short change artist stopped their games and bowed out."

Tell me about a time you went above and beyond for a customer.

"I had a customer who wanted several overdraft fees reversed. It was clear from their history that they'd been using their debit card as a cash advance, hoping their transactions would pend long enough for them to get money in there. They'd been working the system, but on this occasion, it seemed to be an honest mistake. A transaction that had been canceled and disputed had gone through. I offered them several options from turning off overdraft protection to setting up direct deposit. When they agreed to set up these options on their account, it was clear they were trying to turn the corner. I reversed two out of three overdrafts but explained how long it would be before any more could be reversed. Because I actively listened, empathized, and explained the situation on my end with transparency, they felt heard and expressed gratitude."

This question goes deeper than the meaning of a customer experience. It tests the consistency of your answers and gauges what customer service looks like to you. Strike a balance between satisfying a customer in a manner that represents a brand while respecting the boundaries of a company's policies and protecting assets.

"Some think going above and beyond means giving stuff away or taking it upon themselves to bear their burden when delivering great customer service. That's no problem, but where I consistently shine is in my attitude, which I'm told is infectious. Nothing goes farther than genuine interest in another person, positivity, and a warm smile."

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

"I have worked with people from all backgrounds and personalities. When 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 ideas they may bring to the team."

The banking industry thrives on team players with communication and listening skills who can 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 your interviewer that you are perceptive and sensitive to the needs of others.

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

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

"A couple of years ago, my manager asked me to consider a promotion to a role as a supervisor for our department. I was hesitant at first because I didn't have experience as a supervisor. My manager told me I had the skills necessary to do so. I accepted the offer, and after three months, I realized that the position wasn't for me. I became close friends with a lot of the people I was now supervising, and that made the role difficult. I didn't hesitate to tell my manager that I wasn't cut out for the role, and we worked on a plan to transition back to my former role. Looking back on the situation, I learned a lot about myself and who I was as a worker."

This question gives you a chance to show your ability to overcome adversity and handle yourself with integrity during a time of failure. Your goal 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. Think of a situation where you can highlight both of these things, and don't hesitate to tell your interviewer the reasons the failure occurred. Your interview fully understands that you are a human that makes mistakes, and as long as you learned from the failure, you will be in great standing with them.

"I was informed that we were losing one of our biggest clients to a local competitor. The client was unhappy with our customer service and overall pricing. Being responsible for the customer service for our customers, I felt 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 why they were no longer utilizing our services. I worked through a new customer service policy for my team to follow moving forward."

Talk about a time you had to communicate with an unhappy colleague or customer. How did you improve the situation for everyone involved?

"A few weeks ago, about an hour before closing time, a customer stormed through our front door and approached me at a rapid place with a mad look on her face. She slammed a bag on the counter and demanded a refund for a shirt she had purchased last week because she claimed it had a tear in the armpit. Before I could even say anything, she began berating our store for selling inferior products and demanded to see a manager right away. As calmly as I could, I told the lady that I would be glad to take care of a return for her and put her in contact with a manager. I let her know that I'd need to take her number, as our manager was not in the store that evening. While she still left upset after receiving a refund, I followed up with my manager the next morning to ensure that he followed up with her. He let me know that she had calmed down and thanked me for my service the evening prior. I know that my ability to not take her harsh words personally made the situation better."

Handling conflict will be an important part of this role with Royal Bank of Canada. Tellers are often the first line of defense for customers that call or come into the branch, and you will be responsible for diffusing situations that could get out of hand. Focus on the communication skills you feel are vital to your success in these situations. Describe the steps you took to ensure that the unhappy customer or colleague left the situation in a much better place.

"Last year, I showed up to work to find my close colleague in a fit of rage at his work area. He was slamming desk drawers and using inappropriate language. Knowing that this wasn't his typical behavior, I immediately walked over to see what was wrong. He told me he had received a bad customer complaint the day before and was reprimanded for it by our manager. He talked badly about our manager, and I immediately cut him off. I tried to replay the conversation for him and then asked him what led to the customer complaint. I took an empathetic approach to learn why he was feeling the way that he did and quickly learned that he was in the wrong. My advice to him was to take a quick walk, calm down, and then go talk to our boss. Later that day, he thanked me for my great advice."

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

"I worked as an administrator at a financial firm, which was 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."

While working at Royal Bank of Canada, you might be stressed by customers or the fast pace of the work environment. Think of a time you produced your best work under pressure to showcase how you shine under high-pressure situations.

"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 appreciate my calm and methodical approach."

How do you build rapport with the people that you work closely with?

"In the banking industry, one bit of mistrust between your institution and a customer can spell disaster. I pride myself on my ability to build trust and rapport with the people I work with. I do this by being genuine in all of my interactions and connecting with them. I am respectful of the needs of others and do my best to keep a smile on my face and stay positive at all times."

The banking industry relies on the relationships built between the institution and its customers, and the role of a Teller with Royal Bank of Canada is a customer-facing role. Your interviewer wants to learn how you build rapport with both customers and colleagues. Talk both about the ways you build rapport with those that you work with. Highlight why building strong relationships are important in the banking industry to demonstrate that you have what it takes to be a part of the success at Royal Bank of Canada.

"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 considerate of others and work around the needs of others, especially when it comes to the customers I work with. I am confident that my ability to connect with customers will greatly benefit the business here at Royal Bank of Canada because customers want a friendly and trusting face handling their finances."

What do you know about Royal Bank of Canada?

"I was impressed by the variety of services you offer your customers and the mission statement of Royal Bank of Canada. I found the mobile app extremely user-friendly, and I like the new features that help customers save money."

Royal Bank of Canada makes it easy to find basic company information on its website. You can also search employee reviews to learn about experiences interviewing and working there. Share a few of the facts you learned from researching the company.

"I've read great things from employee reviews, and I'm excited for the opportunity to work in such a fun environment. Your employee reviews are strong, and I understand that you spend a lot of time with community outreach programs."

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

"I love my current boss because she leads with a collaborative and team-oriented style. We have regular team huddles to provide ongoing communication about process changes or upcoming events."

Royal Bank of Canada wants to hear what excites you and keeps you motivated in a relationship with your boss. They are interested in your values and want to hear about your experience developing relationships with managers.

"My favorite manager was my first manager at Company X. She was attentive and spent a lot of time mentoring me. I developed many of my positive work-based skills and qualities because of how she interacted with and trained me."

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

"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."

Reviewing the job description and the company website will give you some indication about 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 in the job description as a guide. Explain how your strengths will help you to accomplish these tasks, and better yet, help you exceed expectations.

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

At Royal Bank of Canada, we are building a team-based culture. If hired for this position, what would you be able to contribute to this team-based culture?

"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 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 ensure smooth operations. I rely on my ability to be upfront with everyone I work with, no matter what role they play within the organization. I have no worries about walking into the office of our CFO and wouldn't hesitate to do so if needed for this role."

As Royal Bank of Canada builds a team-based atmosphere within their branches, they want to ensure that new employees are true team players that will thrive in their culture. Stress to your interviewer that you are a team player by talking about your experiences working as part of a team. Talk in detail about what roles you are comfortable assuming in a team atmosphere, and then discuss the personality traits that make you a great team player. Stress the importance of your ability to communicate effectively.

"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 of these teams. I can also take direction from others on my team when needed. I have a confident, friendly, and professional communication style no matter who I work with. Throughout 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."

In this finance role with Royal Bank of Canada, what do you feel would make for an ideal customer experience?

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

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 expect you to provide the best overall customer experience possible. They'll want to hear what great customer service means to you. Explain the importance of making the customer feel valued in your approach with them.

"My approach to providing the greatest overall experience to my clients is solid listening and communication skills. I take the time to get to know my clients and what makes them tick. This approach gives me great insight into how I can best match them with the right loan. 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."

How do you define success?

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

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.

"Success is achieved when I can be proud of what I have accomplished and my attitude while meeting those accomplishments."

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

"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 the system and how it impacted my job. Throughout 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."

To save time and ensure accuracy, Royal Bank of Canada has invested in cash counting technology to automate cash counting processes within its branches. As a Teller with Royal Bank of Canada, part of your job will be operating and troubleshooting these machines. Your interviewer wants to hear about your ability to work with simple machines. If you have direct experience with currency counting machines, that is great! If not, talk about your ability to learn and thrive with different technologies and give examples of times you've had to do just that.

"Other than cashing in change in my own bank's lobby, I don't have direct experience, but I 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 priorities would be to become an expert on all of the systems I would be required to work on. In my last role, I had to do this with the phone and computer systems that were specific to my role, and I did this with ease."

Tell me about your cash handling experience.

"As a bank teller, I have handled cash as a part of customer transactions for the past two years. I am experienced with deposits, savings withdrawals, cashing checks, and issuing traveler's checks. I am excited to learn more about Royal Bank of Canada's cash handling procedures."

A large part of banking is handling money. Share some of the details of your experience in cash handling relevant to the position.

"The majority of my cash handling experience includes my time in retail. I was a cashier at Store ABC for three years. As far as the banking industry goes, I have some experience handling cash from my three months with Bank XYZ."

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?

"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 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 might face with customers here at Royal Bank of Canada over the phone."

As the customers of Royal Bank of Canada become more virtual, a lot of business transactions happen over the phone. In this role, you will be expected to bring solid technical and communication skills to handle remote customers. In your answer, talk about your experience working with a multi-line phone system and your communication and organizational skills.

"I would bring my clear and concise verbal communication skills, my ability to read the tone of voice of others, and my strong organizational skills to handle multiple duties at one time to the team here at Royal Bank of Canada. These skills helped me thrive in my last role where I handled 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."

Where do you see yourself in five years?

"I have a five-year career plan that I recently updated. I update it at least once a year, depending on how close I am to hitting my goals. If you'd like to see it, I brought it with me. I'm a firm believer that one's self-development should be as never-ending as one's determination. Perhaps you've heard a person can drive from coast to coast in the dark, only seeing as far as one's headlamps allow. I've always identified with that. In that, one can surmount seemingly unachievable big dream goals into smaller, easily attainable goals. I put this concept into practice whenever I can."

How you answer this question will offer insights into your ambition and where you intend to take your career. If you haven't already, put together a couple of five-year career plans. Have them on hand and be ready to reference them should this question come up.

"I see myself growing and developing my skills towards my career goals in a collaborative and rewarding environment where innovation is recognized by a company that has room for growth."

What does customer service mean to you?

"People want to be a part of something. We live in a tribal world, and brands focus on identifiers to make customers feel as if they are a part of something bigger. It's crucial to remain true to the brand. Great customer service means customer loyalty. The customer must feel welcome and not alienated."

This question aims to evaluate your customer service skills. This will help the interviewer assess how well you'll fit into the culture of their brand. Go deeper than 'the customer is always right.' Focus on the customer experience delivered through your interactions with your clientele and your team. Focus on culture, branding, and creating human connections. Exhibit positivity and an enthusiasm for working in a customer-centric environment.

"Experience is everything. If your customer had a positive, rewarding, and repeatable experience, they'll return. If the customer service, the experience, and the quality of the product exceeded their expectations, you've delivered great customer service."

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

"I think the one skill that I have that sets me apart from the rest 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 way up from Associate Sales to a Sales Team Lead at my dealership. Getting to know and master the sales side of the business has helped me on the finance side with overall knowledge of the business and developing the skills needed to upsell customers on their loans."

You were brought in to interview because your interviewer was confident that you had the basic skills and knowledge required to handle this job. Now, your interviewer is allowing you to set yourself apart from your competition. As you prepare for this type of question, think of a unique skill you have that can prove to be a big asset if Royal Bank of Canada offers you the job. Explain why this skill applies to this role.

"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 given me confidence in my decision-making abilities. If hired for this position, I would hit the ground running on day one and could be trusted with critical decisions."

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

"I have cashier experience in the retail industry, so I would say I'm very comfortable handling and counting large sums of cash 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 a till that was off at the end of a shift or a customer that complained about an incorrect amount of change. This was all due to the extra time that I took to ensure accuracy in every transaction."

As a Teller with Royal Bank of Canada, you will be responsible for the receipt and distribution of cash. Your interviewer will want to hear about any direct experience you have handling money during your career. As you talk about your experience, make it clear that you take pride in the accuracy of your work and that you show honesty and integrity in all you do when working with money.

"While I don't have direct work experience as a Cashier or Teller, I'm confident in my abilities to handle that aspect of the job here at Royal Bank of Canada. As you can see from my resume, I have experience balancing accounting ledgers, and those duties required 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."

What is your approach to time management?

"I have several methods of tracking my work when I have to step away from it. I'm remiss to waste time trying to retrace my steps. That's rework. I pride myself on being as productive as possible. I strive to go above and beyond my standard. It doesn't stop there either. I'm all about swiftly proofing my work."

Employers ask this interview question to evaluate your time management skills and assess your ability to distinguish between urgent and non-essential tasks. Your answer to this question gives the interviewer an idea of how you'd manage and complete your work assignments. Highlighting your time management skills, organizational skills, and your ability to maintain a healthy work-life balance reveals you're capable of performing efficiently while taking on multiple responsibilities.

"My time management stretches into my personal time. I am a pretty low-key person and am rarely stressed out. So much of our stress is of our own making. If I don't set up my morning the night before, that might create a stressful situation, and that stress carries into my day and my performance. Having strong time management skills allows me to see what's coming towards me up the road and gives me the option of changing course."

How would you rate your multitasking abilities?

"I consider myself very adept at tracking my progress on any given task so I can effectively pick up where I left off when the need arises to be flexible and change gears."

Multitasking is challenging for everyone. Tracking your progress, picking up where you left off on a task, exhibiting flexibility, staying productive, and preventing rework are the key components of multitasking. Your ability to exhibit sound judgment and prioritize based on the greater good of the team is of equal relevance.

"I'm extremely systems-oriented in my approach. Whether they're systems implemented to track my work or systems for the office that everyone can use, I'm always developing tips and tricks to do the job easier the right way right away."

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

"I would rely on my ability to get to know my customers and their needs through confident and friendly conversation. Once I know their needs and goals, I can get them involved with the products that can help them meet their goals. Last year, I did this with a customer that I had over a year's worth of history with. Through both email and in-person conversations, I learned that he wanted to retire early, and I helped him open an IRA account."

The role of a Personal Banker requires the ability to use your sales and customer service skills to find products that best suit each customer's needs. Highlight your ability to learn the entire catalog of financial products at your disposal, and then discuss tailoring packages to each individual based on their needs. To sell your interviewer on your ability, use a real-world example where you used features and benefits to meet someone's needs in a sales-related situation.

"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 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 grow and thrive. I believe my background in sales will help me match the great products here at Royal Bank of Canada with each individual's needs because I've done this in the automotive sales industry and the food industry."

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?

"I am excellent at handling stress. Being a goal-oriented person, I find happiness in obtaining goals and consider any necessary stresses in pursuit of a goal healthy. Outside of work, I am an active person who trains for marathons and spends a lot of time outdoors with my family. I find that these activities cleanse my mind and heal my body to prepare for a new week on the job."

The daily stressors of a career in financial advising can be burdensome, overwhelming, and lead to burnout on the job. Your interviewer wants to delve into your personal life a bit to see how you manage stress. Talk about what you do on the job to keep as stress-free as possible and outside of work to avoid burnout. Make it clear that you have the resources and ability to care for yourself on the job.

"When I maintain a healthy diet, exercise regularly, and spend as much time as possible outside of work with my children, any unnecessary work stresses are put on the back burner and often relieved immediately. I'm a firm believer in a healthy work-life balance, even though it can be very tough to do in our field. Having the ability to answer a client email or phone call during off-hours while unwinding has made our work lives better as well."

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?

"When faced with this situation, I would ensure that the conversation between the customer and myself is quiet and any documents are out of the view of others. A person's financial situation is private, and I would take all necessary measures to keep conversations as private as possible in this role. In my current role, I have frequent private phone conversations with customers, and I plan to use the same mindset in this job."

You will be required to discuss the confidential finances of customers during customer deposits, withdrawals, and payments to the bank. When these situations happen when the lobby is busy with other customers, you will be required to speak with customers quietly. Indicate that you are aware of the sensitive nature of the transactions you will work on with customers at Royal Bank of Canada and talk about how you will ensure that a customer's private information is kept private. If you have worked in situations that involved confidential material in the past, be sure to talk about them as well.

"Having worked with confidential data and information throughout my entire career, this part of the job at Royal Bank of Canada would be second nature to me. By keeping a tidy work area, I can ensure that customer information is filed appropriately after each transaction and isn't visible to the next customer I handle. I will ensure that my conversations with customers are held quietly and privately as possible."

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?

"I understand my role is to provide customers with the best options and turn them into 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 my current role, I communicate regularly with our sales staff about each customer. This allows us to provide the best customer experience possible and boosts sales."

This question gives the interviewer an idea of how you will fit into the unique culture of 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. Talk about your ability to partner with sales staff by using your strong people skills. Explain how you will learn new processes if hired for this position, and don't hesitate to give an example from your past to demonstrate how you've done this.

"I fully expect that the orientation process in this role at Royal Bank of Canada would entail a full education on the sales part of the business. I 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 I would be working with. From there, I would be able to build relationships with the sales staff."

How would you deal with an irate customer?

"Once, a customer complained about waiting in line for so long on a busy Monday morning. She was so upset because she was late for work, and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring her I would move as quickly as I could to complete her transaction. I calmed her down and eased the tension by listening to her and empathizing with her."

In the banking industry, keeping customers calm is a much-needed skill. A relaxed demeanor and ability to empathize will come in handy. Your interviewer wants to hear about a time you used your customer service skills to handle an angry customer.

"If I were faced with an irate customer, I would listen to their concerns. Usually, people just want to be heard. If the situation escalated and the customer became threatening, I would call in a supervisor or security."

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

"You are definitely in high need of notepads to 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 wide margins that accentuate the note-taking procedures for all who use it. You'll also notice that each sheet is carefully perforated to make separation from the binding an easy task compared to other notepads. Our new notepad also comes in many colors to 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 can make use of it, I can set you up with your first shipment in no time!"

To be successful in the financial advising field, you must be able to sell your service to your clients. First and foremost, your interviewer will expect you to project confidence in your pitch. Be creative and ask questions of the interviewer. Overall, this question is a fun opportunity to show your advising skills in a nontraditional way.

"We at Notepads, Inc. are excited to announce a new line of notepads for our exclusive customers. 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, narrow-ruled paper. I'd like to talk to you further about pricing and delivery options when you are ready."

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

"This is a common occurrence in my current role in the mortgage industry. When a client is denied financing, I am upfront and honest with them in my approach. The customer wants to understand why financing is denied, and I have the experience in the finance industry to explain the importance of credit scores and debt to equity ratios. I have found that customers who are denied financing react well to my approach, and I have had many customers come back after following my advice and succeed in their application process."

As a Loan Officer at Royal Bank of Canada, you will have to have difficult conversations with prospective clients who are being denied financing. Your interviewer will want 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. Talk about your ability to educate the client to encourage them to come back to Royal Bank of Canada for business in the future.

"Life as a successful Loan Officer is about being knowledgeable and professional. When 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 better understand the situation."

If a customer's main financial goal is increased savings, what steps would you take to get them started down the right path?

"After getting to know the needs of the customer, my first step would be educating them on creating a personal budget that allows for savings. I would take a close look at their monthly income compared to their monthly expenses while taking into account their variable spending every month. Often, customers are dumbfounded by the amount of wasteful spending we discover by doing this. While the customer makes the final decisions about how to best handle their finances, I can use my expertise to help guide them on their savings journey."

You should expect a question or two that digs into the technical abilities you would bring to the position. This question allows your interviewer to gain insight into your knowledge of sound financial savings philosophies, so be sure to talk about the aspects of a customer's finances that can impact their ability to save. Demonstrate that you would use a logical, yet tailored, approach with each customer in this situation.

"The first and most important step to this process is helping the customer truly see their financial situation by delving into their income and expenses. Based on that analysis, the customer then decides which of the factors of income and expenses can be altered to increase their savings. From there, I would work with them on the best methods to save and take a personalized approach to recommend savings accounts or money market accounts with Royal Bank of Canada."

If a customer came to you with an odd request that you did not know how to handle, how would you approach the situation?

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

If hired for this role at Royal Bank of Canada, you will have the opportunity to interact with a wide variety of customers. You may be presented with unique or odd requests. Your interviewer hopes to learn that you can think on your feet and not get flustered in any situation you may face on the job. Stay focused on your professional and resourceful approach to this situation, and don't hesitate to talk about a similar experience you've handled in the past.

"First, I would make sure that I fully understood the situation by asking more questions of the customer politely and professionally. I would then explain my next course of action. I would approach my manager or consult my other resources immediately after directing the customer to a place they could wait comfortably. Then, I would work diligently to find an answer and make sure the customer's problem was handled respectfully and efficiently."

Talk about a time you felt overwhelmed by your job duties. What did you do to stay organized and on top of your responsibilities?

"A few years ago in the late fall, the holiday shopping season was ramping up, and our store was very short-staffed due to maternity leave and two employees leaving on short notice. While we were short-staffed in the store, it took a full team effort to answer customer questions, stock the shelves, and run the registers. To stay organized, the small team we had on staff used a checklist each day to ensure we didn't miss anything important. Constant communication and flexibility were key to our success. At the end of each day, I took a lot of satisfaction in knowing that I stayed focused and did a great job."

As you answer this question, paint a clear picture of the situation for the interviewer. Then, focus on talking about the skills and resources you utilized to stay on track and focused during this difficult time. Your interviewer wants to hear that you can stay organized and on track no matter how busy things get if you're hired to join the team at Royal Bank of Canada.

"Over the past four years, my current department has cut staff by almost 50% while the overall amount of work has remained steady. Because of this, my total responsibilities doubled. While this has been overwhelming and even detrimental for my coworkers, my ability to handle the stress has been important. I set time aside at the end of each day to recap what I've done and make a plan to handle the next day. Some of my colleagues can't believe that I set aside 30 minutes to plan, but I know that making a plan saves me considerable time in the long run and makes me more productive. When I feel overwhelmed, I take some personal time during a break to step away and get some fresh air. A quick 10-minute walk outside refreshes me for another half day of work."

Describe a time when you worked well as part of a team.

Teamwork is an important aspect of the culture of any brand. The purpose of this question is to assess how well you work with others. There is a saying that attitude is more important than facts, the past, a person's education, money, circumstances, failures, and successes. It is also more important than what other people think, say, or do. It's more important than appearance, giftedness, or skill. And that it will make or break a company or home. Every day, we decide what attitude we'll embrace. We can't change our past. We can't change the fact that people will act in a certain way. We can't change the inevitable. The only thing we can do is play the one thing we have, and that's our attitude. In a team environment, the right attitude can go a long way.

"The average person spends 8 hours of a workday sleeping, and 8 hours working. I value my time, and what to make the best out of it. Time is finite, so I want to make sure I am having as much of a good time as I can in the time that I have. So for me, this means placing the value on building strong work relationships. Doing so ensures it's not just me that's having a good time. When everyone is friends and is getting along, the vested interest in working well as part of a team goes to a deeper level. For example..."

Royal Bank of Canada Interview Questions

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1. Tell me about a time you showed integrity in your work.
2. Tell me about a risk you've taken that paid off.
3. Tell me about a time your attention to detail protected your employer's assets.
4. Tell me about a time you went above and beyond for a customer.
5. How do you work in environments with people who are different from you?
6. Talk about a time you had to handle failure in your career. How did you handle the situation and move forward with confidence?
7. Talk about a time you had to communicate with an unhappy colleague or customer. How did you improve the situation for everyone involved?
8. The banking industry can be stressful. Tell me about a time you worked in a high-pressure situation.
9. How do you build rapport with the people that you work closely with?
10. What do you know about Royal Bank of Canada?
11. Tell me about your favorite manager. What did you enjoy most about working with them?
12. What are your top three strengths? How will you use them to make an impact at Royal Bank of Canada?
13. At Royal Bank of Canada, we are building a team-based culture. If hired for this position, what would you be able to contribute to this team-based culture?
14. In this finance role with Royal Bank of Canada, what do you feel would make for an ideal customer experience?
15. How do you define success?
16. Have you ever operated a currency counting machine or a coin counter?
17. Tell me about your cash handling experience.
18. 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?
19. Where do you see yourself in five years?
20. What does customer service mean to you?
21. What is one unique skill that you will bring to our loan processing team here at Royal Bank of Canada?
22. How would you rate your comfort level receiving money and counting back money to our customers here at Royal Bank of Canada?
23. What is your approach to time management?
24. How would you rate your multitasking abilities?
25. As a Personal Banker at Royal Bank of Canada, how would you select products to suggest to our customers?
26. 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?
27. 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?
28. 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?
29. How would you deal with an irate customer?
30. Take a couple of minutes to sell this notepad to me.
31. If a client here at Royal Bank of Canada was denied the financing that they desire, how would you handle the situation?
32. If a customer's main financial goal is increased savings, what steps would you take to get them started down the right path?
33. If a customer came to you with an odd request that you did not know how to handle, how would you approach the situation?
34. Talk about a time you felt overwhelmed by your job duties. What did you do to stay organized and on top of your responsibilities?
35. Describe a time when you worked well as part of a team.

Royal Bank of Canada Interview Questions

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

2. Tell me about a risk you've taken that paid off.

3. Tell me about a time your attention to detail protected your employer's assets.

4. Tell me about a time you went above and beyond for a customer.

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

6. Talk about a time you had to handle failure in your career. How did you handle the situation and move forward with confidence?

7. Talk about a time you had to communicate with an unhappy colleague or customer. How did you improve the situation for everyone involved?

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

9. How do you build rapport with the people that you work closely with?

10. What do you know about Royal Bank of Canada?

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

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

13. At Royal Bank of Canada, we are building a team-based culture. If hired for this position, what would you be able to contribute to this team-based culture?

14. In this finance role with Royal Bank of Canada, what do you feel would make for an ideal customer experience?

15. How do you define success?

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

17. Tell me about your cash handling experience.

18. 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?

19. Where do you see yourself in five years?

20. What does customer service mean to you?

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

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

23. What is your approach to time management?

24. How would you rate your multitasking abilities?

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

26. 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?

27. 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?

28. 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?

29. How would you deal with an irate customer?

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

31. If a client here at Royal Bank of Canada was denied the financing that they desire, how would you handle the situation?

32. If a customer's main financial goal is increased savings, what steps would you take to get them started down the right path?

33. If a customer came to you with an odd request that you did not know how to handle, how would you approach the situation?

34. Talk about a time you felt overwhelmed by your job duties. What did you do to stay organized and on top of your responsibilities?

35. Describe a time when you worked well as part of a team.