Sterling Bank plc Mock Interview

Practice 27 Sterling Bank plc interview questions covering Nigerian banking, digital transformation, and customer service excellence.

Question 1 of 27

The clients of a financial firm like Sterling Bank plc 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?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

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 Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"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 Sterling Bank plc, these same skills would be vital for me to find solutions or the right person to talk to if needed."

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27Sterling Bank plc Interview Questions & Answers

1.The clients of a financial firm like Sterling Bank plc 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?

2.At Sterling Bank plc, 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?

3.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?

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

5.Sterling Bank plc strives for client loyalty to keep us running strong into the future. What do you feel are the keys to retaining clients for the long haul?

6.Our customers rely on our services outside of normal business hours. Are you able to work a flexible schedule if hired for this position?

7.How would you rate your comfort level receiving money and counting back many to our customers here at Sterling Bank plc?

8.If you were on the job here at Sterling Bank plc 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?

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

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

11.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?

12.How do you define success?

13.At Sterling Bank plc, 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.

14.Where do you see yourself in five years?

15.Describe a difficult problem and how you approached it.

16.What interests you about this position?

17.What is the greatest challenge you have faced in your career so far? How did you overcome it?

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

19.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?

20.At Sterling Bank plc, we expect our advisors to be available to speak with clients in person, over the phone and through email. What are your experiences in working with clients through different communication methods?

21.Why would our clients here at Sterling Bank plc want you to be their financial advisor?

22.How do you respond to problems that require a quick solution?

23.Here at Sterling Bank plc, 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?

24.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?

25.What is one unique skill that you will bring to our loan processing team here at Sterling Bank plc?

26.Customer service is the name of our game at Sterling Bank plc. If hired for this role, how would you be able to provide the best customer service possible to our clients?