TSB Bank Sonru Mock Interview
Practice 30 TSB Bank Sonru interview questions covering banking scenarios, customer service, and video interview techniques.
Question 22 of 30
How would you comfort someone who had a lost or stolen card and was concerned about fraud?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
When answering this question, mind the language of how it is phrased. If they asked you how you have handled such a situation in the past, that would be a different question. But the phrasing of this question is hypothetical, so answer it as you would if you were a representative of TSB. Familiarize yourself with all the security and protection TSB offers its customers. "We're using the high level of security you'd expect to keep your money secure. We're proud to offer more fraud protection than any other bank through our fraud refund guarantee."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
Showcase your knowledge of TSB's products and services and model their brand of excellent customer service. When answering this hypothetical question, objectify the situation while exhibiting an emotionally mature perspective. Nonverbal cues for empathy are slightly tilting your head, nodding slowly, keeping your palms open, maintaining eye contact, smiling softly, and slightly raising your eyebrows. Posture yourself in a relaxed and comfortable position.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"If this happened, and I was working with TSB, I would immediately put our customer at ease by educating them on our fraud protection services and assuring them that their money is safe with us. I would inform them of how effortless it is to replace their card and explain how well served they would be if they downloaded the app, which could take care of many of these issues right from the palm of their hand."
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