35 TD Bank Interview Questions & Answers
Below is a list of our TD Bank interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Table of Contents
- 1. Adaptability Questions
- 2. Capability Questions
- 3. Career Goals Questions
- 4. Communication Questions
- 5. Compatibility Questions
- 6. Conflict Questions
- 7. Creative Thinking Questions
- 8. Critical Thinking Questions
- 9. Customer Service Questions
- 10. Diligence Questions
- 11. Diversity Questions
- 12. Education Questions
- 13. EQ Questions
- 14. Experience Questions
- 15. Leadership Questions
- 16. Management Questions
- 17. Organizational Questions
- 18. Performance Based Questions
- 19. Situational Questions
- 20. Stress Questions
- 21. Teamwork Questions
Adaptability
1. Describe a time you had to adapt to a new system or process.
What You Need to Know
TD Bank states they are always looking ahead to their next phase of innovation and collaboration, whether by testing new products, services, or processes. "Change is a fact of life. It can renew our perspective of the world or how we act within it. While change helps some of us get ahead, it can leave others behind." Your interviewer is trying to assess how well you can adapt to change. Share a story that reflects how adaptable you are to changes in the workplace.
Written by Kevin Downey on February 28th, 2023
Answer Example
"When I worked in a call center, they decided I would switch to working in the live chat and email department. So I had to learn how to adapt from communicating over the phone to written form. I pride myself on my communication skills, so this was a nonissue."
Written by Kevin Downey on February 28th, 2023
Experienced Example
"Every job I have ever had switched to a new computer system or revamped its methods within a few months of my onboarding. So as soon as I learn the old way of doing things, I have to relearn everything. As a result, I never have the opportunity to settle into the old ways or get stuck in a rut. Change is inevitable and therefore expected. So you'd better prepare for it when it comes."
Written by Kevin Downey on February 28th, 2023
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Jaymie's Feedback
Capability
2. If a customer came to you with a very odd request that you couldn't answer or solve, what would you do?
What You Need to Know
If hired for this role at TD Bank, you will have the opportunity to interact with a wide variety of customers. Given that variety, you can expect many unique and often odd requests. "No two days are ever the same, because no two customers are the same. Acting as the face of the Bank, it's a big responsibility, but one that our people embrace." Whether a customer is looking to transfer money to another country or some other odd request, your interview hopes you can 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.
Written by Kevin Downey on February 28th, 2023
Answer Example
"If I were faced with any question I didn't know the answer to, I would explain that I would need to bring in another teammate to help solve the issue and do so quickly. While I always try to be a subject matter expert in any job 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."
Written by Ryan Brunner on October 9th, 2020
Experienced Example
"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. I would then explain my next course of action. If I had to approach my manager about the issue or consult any documentation or other resources, I would do so immediately and show the customer where they could wait in the lobby. Then, I would work diligently to find an answer and handle the customer respectfully and efficiently."
Written by Kevin Downey on February 28th, 2023
Career Goals
3. Tell me about a goal you achieved. What steps did you take to get there?
What You Need to Know
The banking industry offers a variety of opportunities to those who are career-focused. TD Bank seeks candidates who think about the future and aspire to succeed in everything they do. These are the individuals they are targeting with their recruiting efforts on the careers site: "Here you'll become, and be, the very best you can. Great recognition isn't possible without great people." Think about something you accomplished through hard work and dedication while embracing the values TD Bank celebrates on their websites.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"Early in my career, I strived to get to know the banking and thrift systems from a 360-degree view. I worked hard to partner with my peers in learning how their roles contributed to the whole organizational flow. I set a goal to become head teller within the first five years of working in this industry. I hope to continue that career path with TD Bank and am excited for the opportunity to do so."
Written by Kevin Downey on February 28th, 2023
2nd Answer Example
"A few years ago, I set the goal to complete my Bachelor's in Finance while working full time. I achieved this in just four years by spending a lot of time in online studies while working as a bank teller. I am very proud of the discipline and dedication I put towards this goal."
Written by Kevin Downey on February 28th, 2023
Career Goals
4. What do you want to accomplish at TD Bank?
What You Need to Know
Aligning some of your career goals with what you can achieve at this position at TD Bank will add value to you as a candidate. Doing so will inform them that you are interested in a long-term professional relationship and that this feels like the right fit for you, making you seem like the right fit for them. "At TD, we believe in employee development. In addition to the regular coaching and feedback provided by their manager, all of our employees have access to on-the-job training and a variety of tools and resources."
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"First and foremost, I want to deliver top quality service to customers of TD Bank and perform my responsibilities with excellent service. I want to become a financial advisor at TD Bank. Starting as a professional banker will give me valuable experience resolving client account issues and providing financial assistance, from investments to savings and travel advice."
Written by Kevin Downey on February 28th, 2023
2nd Answer Example
"My primary goal is to achieve a leadership position within the banking industry. To do this, I will continue my related education and take any training opportunities that come my way."
Career Goals
5. What motivates you in your work?
What You Need to Know
By understanding what motivates you to give your all, TD Bank can determine how to keep you from burning out on the job and ensure your job satisfaction. Consider how your goals align with theirs. A professional work relationship between employer and employee should be symbiotic. If they can motivate you by contributing to your professional growth, they stand to reap the benefits from your advancement within their company. As they state on their website, "Regardless of where you are going in your career, you'll be doing work that matters. A better you means a stronger us. When you invest your time and talent with us, we provide you with support and opportunities in return. Because when you're happy, our customers are happy, and that's what makes TD a great place to work."
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"I want more responsibility, or at the very least, to be allowed to actively listen and participate. I am loyal and tight-lipped when need be. But I want some stake and a chance to grow within the company."
Written by Kevin Downey on February 28th, 2023
2nd Answer Example
"I am motivated by my teams, collaboration, and the feeling of doing a good job with the right attitude. I want to feel good about working with my teams and look forward to working with them. I am a people person, through and through."
Written by Kevin Downey on February 28th, 2023
Communication
6. Can you explain a complex financial concept to someone with no finance background?
What You Need to Know
Your interviewer wants to assess your communication skills and how you would "give our clients the best banking experience possible every day." Read some articles on TD Bank's website to understand their education style and approach. This will help you evaluate and align your approach with theirs. "Keep growing your financial knowledge. Get smart about money. Learn about everyday bank accounts, credit, mortgages, and so much more with these mobile-friendly guides from TD. Your journey to financial empowerment starts here."
Written by Kevin Downey on February 28th, 2023
Answer Example
"I pride myself on my communication skills. I have an analogy, metaphor, or anecdote for just about everything. This is a skill of mine, and I feel confident in my abilities in this regard."
Written by Kevin Downey on February 28th, 2023
Experienced Example
"Oh yes. It's one thing to identify someone's financial needs and potential opportunities. But to get them to share your vision for their financial potential is an art. I consider myself an artist in this regard."
Written by Kevin Downey on February 28th, 2023
Communication
7. 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?
What You Need to Know
As they state in their code of conduct and ethics, "Customer information must be kept private and confidential. We must safeguard customer information and we must not discuss or disclose any customer information, including confirming or denying that an individual or institution is a customer of TD." Your interviewer wants to know how you would exhibit discretion while safeguarding the reputation of TD Bank. As you answer this question, explain that you are aware of the sensitive nature of the transactions you will be working on with customers at TD Bank, and talk about how you will ensure that your customers' information is kept private.
Written by Kevin Downey on February 28th, 2023
1st Experienced Example
"When faced with this situation, I would keep the conversation between the customer and myself quiet and move any documents 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 need to keep the same mindset with them as I would in this job."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"Having worked with confidential data and information throughout my career, this part of the job at TD Bank would be second nature to me. By keeping a neat work area, I would ensure that any customer information was filed appropriately after each transaction and wouldn't be viewable to the next customer I handled. I would ensure that conversations were held quietly as privately as possible."
Written by Kevin Downey on February 28th, 2023
Communication
8. Talk about a time you had to communicate with an unhappy colleague or customer. What were the keys to improving the situation for all involved?
What You Need to Know
One of TD Bank's shared commitments is, "Think like a customer; provide legendary experiences and trusted advice." Your ability to handle conflict will be an essential part of this commitment. Tellers are often the first line of defense for customers that call or come into the branch, and you will be relied upon to diffuse any situation that could get out of hand with customers. In your answer, focus on the communication skills that are vital to your success in these situations. Empathizing with the customer and actively listening are crucial to think like a customer. Describe the steps you took to ensure that the unhappy customer or colleague left the situation in a better place.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"A few weeks ago, a customer stormed through our front door an hour before closing and approached me with a very 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 respond, she began berating our store for selling inferior products and demanded to see a manager immediately. As calmly as I could, I told the lady I would be happy to take care of a return for her and put her in contact with a manager. I told her 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 he followed up with her. He told me she had calmed down and thanked me for my service. I know my ability to stay calm despite her aggression made the situation better."
Written by Ryan Brunner on October 9th, 2020
Answer Example
"Last year, I showed up to work to find my close colleague in a rage at his work area. He was slamming desk drawers and using inappropriate language. Knowing that this wasn't typical behavior from him, I immediately walked over to see what was wrong. He began by telling me that he had received a customer complaint the day before and was now being reprimanded by our manager. He started talking badly about our manager, and I immediately cut him off. I tried to replay the conversation for him and asked him what led to the customer complaint. I took a very empathetic approach to learn why he felt the way he did and quickly learned that he was in the wrong. I advised him to take a quick walk, calm down, and then talk to our boss. Later that day, he thanked me for my advice."
Written by Kevin Downey on February 28th, 2023
Communication
9. Describe a time you had to provide constructive feedback to a colleague.
What You Need to Know
Your interviewer would like to understand how each candidate views their role and participation on the team. The person they hire ideally will have the team's interests at heart and be willing to step outside of their comfort zone now and again while being open to providing and receiving "regular and balanced performance feedback, both formal and informal." Give a recent example where you stepped up and offered helpful and constructive feedback to a colleague, using functional, non-defensive communication to get your point across.
Written by Kevin Downey on February 28th, 2023
Answer Example
"This is a bit embarrassing, but I had a coworker who was going through a rough patch, and although they were performing the basics of their job rather well, they'd let their personal hygiene slip. They were coming in a bit grubby and unwashed, and sometimes a bit stinky. Their clothing was also wrinkled and unkempt. Eventually, I noticed customers were avoiding this person, so I gave them a heads-up and told them about the whispers I heard around the water cooler. I thought they might want to know and change their direction before they ended up where they were headed. They thanked me and turned things around by the next day."
Written by Kevin Downey on February 28th, 2023
Experienced Example
"I had a coworker that kept making the same mistakes, and management had a couple of talks with them about these mistakes. I didn't want them to get written up since they'd exhausted their two verbal warnings. So I shared my system with them. They weren't sure this method would work for them. So I asked them to tell me about their system. I helped them fine-tune it, and they were able to turn things around after that."
Written by Kevin Downey on February 28th, 2023
Compatibility
10. What do you think are the key skills needed to succeed in this role?
What You Need to Know
To answer this question successfully, go beyond studying the job description, and do your homework on their values, expectations, and value propositions. For example, they expect all their employees to provide "legendary customer service" and further state, "Our customers come to us with their banking needs, and it's our job to provide the advice, services, and solutions to help them achieve their financial goals."
Written by Kevin Downey on February 28th, 2023
Answer Example
"To provide legendary customer service by identifying the unique needs and opportunities of every customer who walks through the door while embracing their diversity and being equitable and inclusive. Treating everybody with respect and upholding the ethical standards and reputation TC Bank prides itself in."
Written by Kevin Downey on February 28th, 2023
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Jaymie's Feedback
Compatibility
11. What do you know about TD Bank?
What You Need to Know
How you answer this question will inform your interviewer how invested you are in this opportunity. If you have done your homework and proactively learned everything you can about the company, its values, and this position, they'll get a glimpse of your work ethic and whether you want this job or just any job. Share a few facts you learned from researching the company and follow those up with some questions you couldn't answer on your own.
Written by Kevin Downey on February 28th, 2023
Pro Tip
TD Bank makes it easy to discover basic company information by browsing its website. "The TD Framework embodies our culture and guides our behaviour. Our vision: be the better bank. Our purpose: enrich the lives of our customers, communities and colleagues. As a top 10 North American bank, TD aims to stand out from its peers by having a differentiated brand - anchored in our proven business model, and rooted in a desire to give our customers, communities, and colleagues the confidence to thrive in a changing world." You can also find employee reviews to learn about interviewing and working there.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"I was impressed by the variety of services you offer your customers and the mission statement at TD Bank. I found the mobile app extremely user-friendly and like the new features that help customers save money."
Written by Kevin Downey on February 28th, 2023
2nd Answer Example
"I've read great things about working there, and I'm excited to work in such a fun environment. Your employee reviews are strong, and I understand you spend a lot of time with community outreach programs."
Written by Kevin Downey on February 28th, 2023
Compatibility
12. 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?
What You Need to Know
As an experienced loan or finance professional, your interviewer is likely very confident in the skills you would bring to the team. This question allows them to determine how you will fit into the unique culture of TD Bank's team. Because they are a sales-focused organization, your interviewer will expect anyone in this role to embrace that culture. In your answer, discuss your ability to partner with sales staff. Give your interviewer a sense of how you learn new processes, and don't hesitate to give an example from your past on how you've done this.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"I understand my role on the finance side is to provide customers with the best options so they walk out the door as lifelong customers. If hired for this role, I will take the time 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 regularly with our sales staff, which helps provide the best customer experience possible and boost sales."
Written by Ryan Brunner on October 9th, 2020
2nd Answer Example
"I would fully expect that a good part of my orientation process into this role at TD Bank 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 build relationships with the sales staff."
Written by Kevin Downey on February 28th, 2023
Conflict
13. Tell us about a time you had to resolve a difficult situation with a customer.
What You Need to Know
Your interviewer is curious whether you would deliver the "legendary customer service" TD Bank prides itself on, even when in the most challenging situations in a public-facing role. "Every employee and Director of TD, in every location, every job, at every level, and at all times, is responsible for safeguarding the reputation of TD." So think of a time when you delivered exceptional customer service that aligns with their values and company culture.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"I had an upset customer claiming we had closed their savings account and stolen their money. There was also a language barrier, and they grew more upset when I asked them to repeat themselves. I asked for their account number, and they gave it to me, and I had to explain that this was not an accurate account number. I asked them when they accessed this account last, and they explained it was years ago. I asked them if they had a deposit slip with the routing number on it, so we could determine which branch they were at. I told them if I knew what branch it was, I could access their signature card. They gave me their account passport, and I identified the problem. Their account was at a competing bank. They did have a checking account with us once but closed it and moved those funds to the savings account at the competing bank. I never once lost composure and maintained my patience the entire time. I protected our bank's reputation while delivering a strong customer service experience, despite the situation."
Written by Kevin Downey on February 28th, 2023
Creative Thinking
14. What ideas could you bring to TD Bank to grow revenue in this branch?
What You Need to Know
If hired as the next Branch Manager at TD Bank, one item that you will be continually tasked with and evaluated on is your ability to grow revenue at the branch. "Using strong interpersonal skills and business acumen, TD's retail employees constantly seek to understand our customers' needs and expectations, so they can exceed them, while selling/cross-selling and referring TD Products to new and existing customers."
Written by Kevin Downey on February 28th, 2023
How to Answer
This question gives you the chance to cite your revenue-growing skills and how you will apply them to the banking industry. One of TD Bank's shared commitments is, "Innovate with purpose; simplify the way we work." John Thomas, TD Bank's Global Head of Innovation, takes this commitment further, "A big part of innovation is the process of innovation. I prefer innovations that start with customer problems or challenges." Before your interview, reflect on the creative ways you helped drive increased revenue in your previous positions.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"While I believe traditional marketing techniques are key to creating new business and revenue, an outside-the-box approach can be vital. Here at TD Bank, I would prioritize training for frontline staff like Tellers in advanced sales skills to upsell customers in their regular conversations with them. Customers of TD Bank typically see the frontline workers the most, and Tellers are most likely to steer your customers towards revenue-generating products."
Written by Ryan Brunner on October 9th, 2020
2nd Answer Example
"Over the past five years, I've become more entrenched in data analytics in my current role to help drive revenue. I think the banking industry can use data analytics to predict customer trends. With the rapidly changing service combinations that banks put out, data analytics could be key in helping predict customer preferences; that data could be used to put out the most preferred packages for future customers."
Written by Kevin Downey on February 28th, 2023
Critical Thinking
15. If a customer had increased savings as their main personal financial goal, what steps would you take to get them started down the right path?
What You Need to Know
Expect a question or two in your interview that digs into the technical abilities you would bring to the position in the form of a hypothetical situation you will likely face in this role. "As a purpose-driven company, helping our customers and clients realize their financial aspirations is a privilege that we take seriously." This question gives your interviewer insight into your knowledge of sound financial savings philosophies, so talk about important aspects of a customer's finances that can impact their ability to save. As you answer, express that you would use a logical yet tailored approach with each customer.
Written by Kevin Downey on February 28th, 2023
1st Experienced Example
"After getting to know the customer's needs, my first step would be educating them on setting a personal budget that allows for savings. I would look at their monthly income versus their monthly expenses while considering their variable spending every month. Customers are often dumbfounded by how much they spend wastefully. While the customer makes the final decisions, I can use my expertise to help guide them on their savings journey."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"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 help increase their savings. From there, I would work with them on the best methods for saving and would take a personalized approach to recommending savings accounts or money market accounts with TD Bank."
Customer Service
16. As a Personal Banker, why is providing tailored customer service important? How would you make this a priority if hired for this role?
What You Need to Know
In the banking industry, each customer has a unique financial situation and personality, so a customized approach is required to make each customer feel valued. As emphasized on their site, TD Bank expects their employees to go above and beyond to understand each customer's needs and expectations. "Working on the front lines of customer service, retail professionals interact directly with clients, providing advice and, where needed, referring them to different areas of the Bank." Discuss how you familiarize yourself with your customers to best work with them. Express your understanding of the importance of an empathetic approach when assisting a customer with their financial needs.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"As in my current industry, I understand that each customer has their own unique financial situation and needs. Because of that, I have to work with each person on their terms rather than taking the same approach with every customer I work with. To provide the most tailored customer service possible, I would take the time to get to know my customers and their needs and then work with them toward their goals. As personal finance can often be frustrating, I would take my time to listen and understand my customer's frustrations and show that I truly care about helping them create a solid plan moving forward."
Written by Ryan Brunner on October 9th, 2020
2nd Answer Example
"A tailored approach in customer is easy when you listen, listen, and then listen some more. By reflectively listening to my customers, I can get to know them by name, learn a bit about them, and learn their financial goals for the near and long term. With that information, I can formulate the best-customized plan for them, and they need to know that my approach was created with their needs at the forefront. With that in mind, the customer has a much better chance of becoming a life-long customer at TD Bank."
Written by Kevin Downey on February 28th, 2023
Customer Service
17. What do you feel makes a legendary customer experience?
What You Need to Know
Share your understanding of TD Bank's shared commitments, values, and reputation and how they translate to delivering a legendary customer service experience. "Whether they're cashing a check, completing a deposit, or providing general product information, this team creates a legendary customer experience with every transaction, identify the products and solutions that are best for our customers, from new accounts and credit products to basic investment advice and residential mortgage loans. Our commitment to providing legendary customer experiences is at the heart of our business."
Reflect on your professional experience, and share some examples of where you delivered outstanding customer service according to their definition. The more you can align your values and what you have to offer with their values and what they are looking for, the more you'll be able to identify how this opportunity is a good fit for you both.
Written by Kevin Downey on February 28th, 2023
1st Experienced Example
"In this role with TD Bank, I will be dealing with the financial impact on customers of a large purchase, 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 every question is fully answered. The worst thing that can happen is for a customer to bite off more than they can chew when getting a new loan."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"My approach to providing the greatest overall experience for my clients has always been solid listening and communication. 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 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."
Written by Kevin Downey on February 28th, 2023
Diligence
18. Tell us how you keep your knowledge current with ongoing changes in the banking industry.
What You Need to Know
Due to the competition within the banking industry, TD Bank strives to stay relevant by adapting their products and services to meet their customers' needs and even invites customers to "be part of the development process." So they're looking for candidates who create "a legendary experience for our customers, and a legendary career for themselves. Through ongoing internal training and personal coaching, we help our Financial Sales professionals stay on top of the latest in the industry, so we can, too." Consider the methods you've used to stay current, whether reading the news, subscribing to press releases, blogs, or other means.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"I am interested in learning about helping my customers with their investments. I like to read financial blogs to stay on the cutting edge of the latest trends. I also enjoy reading the latest books with a financial scope and listening to financial advice. I also follow TD Bank on Twitter and keep abreast of relative headlines."
Written by Kevin Downey on February 28th, 2023
Answer Example
"I am an avid reader, and my top go-to books for banking-related knowledge are A, B, and C. I also listen to a few investment-related podcasts every week. I understand the importance of staying on top of the latest trends and news in the banking industry."
Written by Kevin Downey on February 28th, 2023
Diversity
19. Our Personal Bankers work with clients from all different walks of life. How do you handle working with different personalities throughout the day?
What You Need to Know
In a public-facing role, one often deals with clients from differing cultures and backgrounds. Your interviewer is gauging whether you can consistently deliver a legendary customer experience to all of them. "Diversity and inclusion are part of our fundamental values that help us support our customers, colleagues, and communities. From our hiring practices to our accessible building designs, we're working towards maintaining a welcoming, barrier-free culture for everyone." Assure them of your cultural competence.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"In my current role in sales, I work with customers from all different economic and cultural backgrounds. My personality suits a sales-based role well because I can personally connect with every client with a friendly yet professional approach. I take as much pride in selling a lower-end product to a person with lower socioeconomic status as I do in selling a product to the CEO of a large company. I've been in both situations, and as long as the customer leaves satisfied with a smile, I know it was a job well done."
Written by Ryan Brunner on October 9th, 2020
2nd Answer Example
"I pride myself on my ability to work effectively with many personality types and people from different backgrounds. As a Financial Advisor, I work with clients ranging from C-Suite Executives to entry-level employees making close to minimum wage. I can connect with and relate to any individual on a personal level, which is so important in the financial field. If hired here at TD Bank, this ability would greatly help your customers that need personal banking advising."
Written by Kevin Downey on February 28th, 2023
Education
20. Tell me about your education. How has it prepared you for this opportunity with TD Bank?
What You Need to Know
Their educational requirements range from a high school diploma to an undergraduate degree, but often they say the equivalent experience will also suffice. Share some highlights from your work experience or any relevant courses from high school, college, university, or on-the-job training.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"Getting a Bachelor's Degree in Business Finance was a great experience. I especially enjoyed my accounting courses because they challenged me to think more critically and furthered my analytical skills. I know these skills will help me to handle work at TD Bank and advise clients on important financial decisions."
2nd Answer Example
"Most of my education has been on-the-job training with my current company. They value continued education and have a tuition reimbursement program which I am happy to have taken advantage of. This year I have taken additional courses in calculus, negotiations, and building a sales pipeline. These courses will help me in this role with TD Bank because you need customer service-focused employees who understand banking-related concepts and calculations."
Written by Kevin Downey on February 28th, 2023
EQ
21. Talk about a time you had to handle failure in your career. How did you handle that situation and move forward with confidence?
What You Need to Know
This question gives you a chance to show your ability to overcome adversity and handle yourself with integrity during a time of failure. The interviewer wants to know how your failures made a difference in your career development. By understanding what lessons you learned from your setbacks, they'll have greater confidence in how you'll apply those learning experiences to shoring up your future success. Your goal will be to prove that you can cope with failure, make the situation right, and learn from your mistake. Don't hesitate to tell your interviewer the reasons the failure occurred. Your interview fully understands that you are a human who makes mistakes; as long as you take a lesson moving forward, you will be in good standing with them.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"A couple of years ago, my manager asked if I would consider a promotion to a role as a supervisor for our department. I was hesitant at first because I did not have supervising experience. My manager kept telling me that I had the skills necessary to do so. I accepted the offer to become the supervisor, and after just three months, I realized that the position wasn't for me. I had become very close friends with many of the people I was now supervising, which made the role challenging. 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 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."
Written by Kevin Downey on February 28th, 2023
2nd Answer Example
"I was informed that we were losing one of our biggest clients to a local competitor. In speaking with the client, they were unhappy with our customer service and pricing. Being responsible for customer service for our customers, I felt responsible for losing this client and had to break the news to our leadership team. Our Sales Manager contacted the client to ask why they were no longer utilizing our services. We learned from the experience, though, and I worked on a new customer service policy for my team to follow moving forward."
Written by Kevin Downey on February 28th, 2023
EQ
22. Tell me about the last time you made a mistake. How did you handle it?
What You Need to Know
One of TD Bank's shared commitments is, 'Act like an owner; lead with integrity.' This question focuses on your integrity and character. Your interviewer is interested in learning whether you try to hurry and correct your mistakes before anyone finds out, cover them up and hide them, or own up to them immediately and make decisions based on protecting your company's assets and reputation. Most importantly, this question centers on whether you take ownership of your actions. As they say in their code of conduct, "TD is committed to conducting its affairs to the highest standards of ethics, integrity, honesty, fairness, and professionalism, in every respect, without exception, and at all times."
Written by Kevin Downey on February 28th, 2023
Answer Example
"A while back, I only checked one of the three credit reports and misinformed a client of their chances of receiving a loan. Our system went down after I checked one report; it was the end of the day, and they were anxious to hear an answer and kept calling, so I was overconfident with what I saw and told them their chances were good. The next day, when I looked at the other two reports, I quickly realized they wouldn't qualify for the loan. I felt bad, and when I called and explained the situation, they were understandably disappointed. To make up for it, I passed on several links on how to aggressively clean up your credit report. I explained if they took these steps, they could reapply and likely qualify. They took my advice and three months later qualified for the loan."
Written by Kevin Downey on February 28th, 2023
Experience
23. What is your experience with operating machines that take in, dispense, or count currency?
What You Need to Know
TD Bank has invested in cash-counting technology to automate cash-counting processes within its branches, which saves time and ensures accuracy. An employee in their retail locations "balances automated teller machines (ATMs) and teller cash dispensers (TCDs)/ teller cash recyclers (TCRs) as necessary." Regardless of what is detailed on your resume, they are assessing your confidence in your work experience. If you do not have direct experience, no need to worry. Talk about your eagerness to learn.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"While I don't have direct experience working with currency counting technology, I feel comfortable in my ability to learn how the machines here at TD Bank 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. 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."
Written by Ryan Brunner on October 9th, 2020
2nd Answer Example
"Other than cashing in my change in my bank's lobby, I don't have direct experience. But, I have a very high technical acuity regarding machinery and technology. If offered a Teller position here at TD Bank, one of my priorities would be to become an expert on all systems I would be required to work on. In my last role, I had to do just this with the phone and computer systems specific to my role, and I did this easily."
Written by Kevin Downey on February 28th, 2023
Experience
24. What experience do you have working on an advanced phone system? What skills do you have that you feel would be essential to work with our clients over the phone?
What You Need to Know
As the customers of TD Bank become more virtual, a good chunk of business transactions happens over the phone. In this role, you will be expected to bring solid skills in handling the technical side of the phone system and communication skills to handle customers when not face-to-face. In your answer, discuss your experience working with a multi-line phone system. Talk about the communication and organizational skills you have to help customers in any way possible over the phone.
Written by Ryan Brunner on October 9th, 2020
1st Experienced Example
"In my current position, I handle most 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 communication with customers that call. If hired for this role, I would be very thorough in my orientation process to learn all the potential situations I would face with customers here at TD Bank over the phone."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"I would bring clear and concise verbal communication skills, my ability to read the tone of voice of others, and strong organizational skills to handle multiple duties simultaneously. 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."
Written by Kevin Downey on February 28th, 2023
Experience
25. Tell me about your cash handling experience.
What You Need to Know
Share some of the details of your experience in cash handling relevant to the position. Showcase how organized you are, focusing on your attention to detail. Remember, TD Bank expects its employees to protect their reputation while providing legendary customer service.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"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 TD Bank cash handling procedures."
Written by Kevin Downey on February 28th, 2023
2nd Answer Example
"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 in handling cash from my three months with Bank XYZ."
Experience
26. How would you rate your comfort with receiving money and counting back money to our customers here at TD Bank?
What You Need to Know
As a Teller with TD Bank, you will be responsible for receiving and distributing cash to customers who come into the lobby and drive-thru of your branch location. You'll be expected to provide "legendary customer service while processing customer transactions face-to-face for a variety of routine to more complex financial transactions." and to possess "general math skills." Your interviewer will be looking to hear about any direct experience that you have in 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 show honesty and integrity in all you do.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"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 cash, check, and credit card transactions. 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 who complained about the change I gave them. This was all due to the extra time that I took to ensure accuracy in every transaction."
Written by Ryan Brunner on October 9th, 2020
Answer Example
"While I don't have direct work experience as a Cashier or Teller handling cash, I'm confident in my abilities to handle that aspect of the job here at TD Bank. As you can see from my resume, my experience in finance has had me 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 nicely to this role."
Written by Kevin Downey on February 28th, 2023
Leadership
27. Walk me through your thought process when delegating responsibilities to others. What are the important factors that influence your decisions?
What You Need to Know
One of TD Bank's shared commitments is 'Develop our colleagues; embrace diversity and respect one another.' "At TD, we provide the freedom and encouragement our employees need to explore different career paths. For us, leadership is about making a decisive impact and inspiring the will to win, without compromising on integrity. We recognize exceptional performance from people of all backgrounds, those who contribute genuine value and deliver real results."
Written by Kevin Downey on February 28th, 2023
How to Answer
As the potential next Branch Manager at this branch of TD Bank, your interviewer wants to hear that you have the innate ability to delegate responsibilities to the team that you'll be managing. They'll expect that you can do this effectively by knowing the strengths and weaknesses of your team members and the responsibilities of each role you'll be managing. As you talk about your ability to delegate, talk about the importance of delegating for both your efficiency in your work and the work of your team. Don't hesitate to talk about your ability to train others when needed to ensure the work is completed.
Written by Kevin Downey on February 28th, 2023
1st Experienced Example
"As a manager, I have a history of delegating the right work to the right people in the right amount. Any time I delegate work, I strive to put the work in the hands of the right person by knowing the colleagues I manage very well. If hired for this role, my immediate goal upon starting would be to get to know my team very well. I would have one-on-one conversations with everyone during my first week and would take the time to read prior performance evaluations. After I have a comfortable handle on my team, my next goal would be to divide up work in the best way possible that gets people working to their strengths."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"My first step in my delegation decision-making process is to evaluate the task at hand. I ask myself if it is a duty that I, as a manager, should handle first. If not, I then use my best judgment to determine what role or person would best handle the duty. I ensure that I consider factors like current workloads, KSA's of my team, and impact of the task to be delegated in my thought process."
Written by Kevin Downey on February 28th, 2023
Leadership
28. Tell me about the last time you coached or mentored a teammate.
What You Need to Know
TD Bank prides itself on its leadership development programs and emphasizes its interest in helping those career-minded employees advance from within. Some of the value propositions they posted in their recruitment efforts state, "Here you'll be led by inspiring leaders, and encouraged to be that same leader. At TD, we provide the freedom and encouragement our employees need to explore different career paths. Our people take on interesting work that continuously challenges and inspires them. By creating opportunity and rewarding ambition, we grow leaders that make an impact."
Written by Kevin Downey on February 28th, 2023
How to Answer
Showcase your leadership potential by detailing how you have helped your peers reach their goals with integrity and a focus on the team's welfare. This will demonstrate how you prioritize your ethics and integrity, putting the team before your own goals, thereby revealing your shared values with TD Bank.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"Early on in my career, I worked at a place that was a real shark tank. No one was interested in helping me advance in my career, and I had to learn everything the hard way. Now, I take every opportunity to pass on what I learned the hard way freely, so they won't have nearly as tough a go of it as I did. So, in my current position, my nickname is Coach."
Written by Kevin Downey on February 28th, 2023
Management
29. Talk about your experience managing the performance appraisal process for your staff.
What You Need to Know
Your interviewer wants you to explore the details on your resume. While being open and honest, highlight your fair judgment, communication, and development skills concerning writing performance appraisals. "At TD, we charge our leaders at every level of the business with the most important task of all: finding, building, and nurturing the talent that will take us into the future. It's vital to the long-term success that we provide our colleagues with the kind of leadership they deserve - and the opportunity to offer it to others." Feel free to highlight any technologies you've used to help manage and develop your team's performance.
Written by Kevin Downey on February 28th, 2023
1st Experienced Example
"In my current role, I manage a team of 13 employees, and our policy is to conduct appraisals near a staff member's hire anniversary. I believe writing an appraisal takes preparation throughout the year by documenting performance. When it comes time to write the appraisal, we use an online performance management system that makes organizing details within the appraisal nice. I always block time on my calendar to take the time needed to focus on putting detail to paper and don't rush through it because feedback is so important to improving the performance of my entire team."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"As you can see from my resume, I have over ten years of management experience, and within that experience, I have a lot of experience in the performance appraisal processes for my staff. I take the approach of using a fact and documented-based approach with my staff rather than personal opinion. Being in a very volatile and high turnover industry right now, evaluating my staff on tangible factors is very important. Throughout my career as a manager, I've had to have many difficult conversations with staff that were put on performance improvement plans based on their annual reviews and am comfortable having these conversations in a professional, yet personal manner."
Written by Kevin Downey on February 28th, 2023
Organizational
30. How do you stay organized?
What You Need to Know
Your interviewer is looking to get a glimpse of your organizational skills and how systematic your work style may be. Most of their positions require "strong organization skills to handle multiple tasks in a fast-paced environment. Generally resolves problems independently." The more capable you seem at performing this job, the more attractive a candidate you'll be. After all, TD Bank considered itself "a place where capability meets opportunity."
Written by Kevin Downey on February 28th, 2023
Answer Example
"I prioritize my workload against deadlines to stay organized, always putting the needs of customers first."
Experienced Example
"I work closely with my peers to share responsibilities and ensure key tasks are delegated, should there be an important deadline to consider."
Written by Kevin Downey on February 28th, 2023
Performance Based
31. If hired for this role, how would you handle a large workload of clients working through a mortgage process?
What You Need to Know
Your interviewer wants to determine whether you possess the organizational skills to perform this job. They are looking for candidates who look for "every opportunity to deepen Customer relationships by asking probing questions and offering appropriate additional products and services, Responsible for making sound decisions and timely problem resolution, Performs a broad range of tasks of varying complexity and scope, Strong organization skills to handle multiple tasks in a fast-paced environment."
Written by Kevin Downey on February 28th, 2023
How to Answer
Share the skills and the tools you used to stay organized and on track while handling a large workload. Don't hesitate to talk about the software programs and other tactics you used to ensure that all deadlines are met and no issues occur with clients because of too large of a workload. In the end, your interviewer wants to walk away from this question knowing that you'll be able to provide top-notch service to the clients of TD Bank.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"In my current role, I handle a large workload because of my ability to stay organized on the job. If you could tour my office, you'd see that I maintain a neat and clean desk with a very organized file cabinet of my current workload. If I need to shift gears and move on to work with another client, I can easily access information on the fly and keep moving. I also utilize my Outlook calendar to set deadline reminders to stay on track of closing deadlines and paperwork requirements, and the tasks function within the program helps me stay on track with all of the clients I am working with at a given time."
Written by Ryan Brunner on October 9th, 2020
Answer Example
"During my time working a large client load as a mortgage consultant, my success was due to my efficiency and organization. If hired for this role with TD Bank, my efficiency would be very high because of my experience with the entire mortgage loan closing process and my ability to handle certain challenges quickly with that experience. From there, my organizational skills within the loan process software I have experience with will help me keep each client on track with their loan process."
Written by Kevin Downey on February 28th, 2023
Situational
32. If a client were to be denied the financing that they desire, how would you handle that situation?
What You Need to Know
Your interviewer is curious about your professional approach and experience in this regard. As a Loan Officer at TD Bank, you will have times when you will have to have difficult conversations with prospective clients that are being denied financing. Handling such situations requires "excellent communication skills with the ability to be concise, clear and consistent, demonstrating effective problem-solving skills." So when relaying your approach to this situation, align yourself with TD Bank's ideal of providing a 'legendary customer experience.'
Written by Kevin Downey on February 28th, 2023
1st Experienced Example
"This is a common occurrence in my current role in the mortgage industry. When a client is denied financing, I am very upfront and honest with them. The most important thing a customer wants to understand is why financing is denied. My experience in the finance industry lends well to my explaining the importance of credit scores and debt-to-equity ratios. I have found that customers who are denied financing take well to my approach. I have had many customers return after doing the personal work needed to improve and succeed in their application process."
Written by Ryan Brunner on October 9th, 2020
2nd Experienced Example
"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. When I need to 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."
Written by Kevin Downey on February 28th, 2023
Stress
33. Talk about a time you felt overwhelmed by your job duties. What did you do to stay organized and on track?
What You Need to Know
Your interviewer is trying to identify whether you have a firm grasp of your emotions, can manage your stress, and can stay on task and organized under pressure. Share how you manage your stress, and explore how TD Bank aims to contribute to their employees' emotional well-being and work-life balance. "To support your mental well-being, we offer time away from work, flexible work options, performance and service reward & recognition programs, an Employee and Family Assistance Program, mental health awareness training, and emergency childcare. "
Written by Kevin Downey on February 28th, 2023
Answer Example
"This question brings me back to a particular week a few years ago. It was late fall, and the holiday shopping season was ramping up. Our store was very short-staffed due to maternity leave and two employees leaving on short notice. It took a full team effort to ensure that customer questions were answered, shelves were stocked, and registers weren't getting backed up. To stay organized, the small team we had on staff worked off of a checklist each day to ensure we weren't missing anything important. Constant communication and flexibility were key to our success as we continually helped each other with important things throughout the day. At the end of each day, I took a lot of satisfaction in knowing that I kept my head focused and did a great job."
Written by Ryan Brunner on October 9th, 2020
Experienced Example
"Over the past four years, my department has cut staff by almost 50% while the overall amount of work has remained steady. This has led to my total duties doubling over four years. While this has been very overwhelming and even detrimental to others I work with, I have been able to handle the stress. The best thing I do is set time aside at the end of each day to recap what I've done and plan what to handle the next day. Some of my colleagues can't believe 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 really helps refresh me for another half day of work."
Written by Kevin Downey on February 28th, 2023
Teamwork
34. 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?
What You Need to Know
As TD Bank continually builds a team-based atmosphere within their company. "We want colleagues to truly feel a sense of teamwork and comradery unlike anything they've experienced before: we have each other's back." Share your personality and what being a great team player means to you while aligning yourself with their culture and values. Share details about the working relationships you've built in the past and what some of your coworkers would say about you.
Written by Kevin Downey on February 28th, 2023
1st Answer Example
"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 TD Bank. In my current role, I work closely with our administrative and sales staff to help ensure smooth operations daily. I rely on my ability to be upfront in speaking with everyone that I work with, no matter what role they play in the organization. I have no worries about walking into the office of our CFO to talk regularly and wouldn't hesitate to do so if needed for this role."
Written by Ryan Brunner on October 9th, 2020
2nd Answer Example
"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 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."
Written by Kevin Downey on February 28th, 2023
Teamwork
35. How do you build rapport with those that you work closely with?
What You Need to Know
Your interviewer wants to learn how you build rapport with customers and colleagues when entering a new work environment. "Promoting a culture of high integrity engenders trust that we live our values." Share why you feel building rapport is necessary and how you build relationships with those you work with.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"In an industry like yours here at TD Bank, one bit of mistrust between your institution and a customer can spell disaster as they withdraw funds and move them elsewhere. I pride myself on my ability to build trust and rapport with those I work with, and I do this by being very genuine in all of my interactions and finding time to connect personally with everyone 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."
Written by Ryan Brunner on October 9th, 2020
Answer Example
"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 of the thoughts of others and work my timeframes 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 TD Bank because customers want a friendly and trusting face handling their finances."
Written by Kevin Downey on February 28th, 2023