Tell us about yourself.

"My father was the manager of a small savings and loan in the small town I grew up in. When I was a boy, he'd show me the vault, and I'd get excited. Early on, I was taught the potential and the respect of money. So I feel a bit at home in this environment. When it comes to finding the right bank to continue my career, I feel TSB shares the values and priorities that are important to me. I am also enticed by the growth opportunities that TSB presents."

As with any aspect of one's candidacy, from your career goals to your CV to your resume, you should customize your answers to TSB. This introductory question offers you an opportunity to share your elevator pitch. So share your brief professional biography describing who you are and how you got your start in your career, how that led you to compete for this ideal opportunity with TSB Bank, and where you hope this opportunity will lead you.

Performing adequate research on the company will guide your answers to each question. From the careers webpages in each value proposition where they advertise what they offer, you can identify the audience (their ideal candidates) they are looking to recruit. Use these statements to align yourself and what you have to offer with what they are looking for."We believe a truly inclusive culture is somewhere you feel you belong, and which values the difference you bring. TSB is committed to an integrated approach. This means setting outcomes that are designed to work together so that removing the barriers for some people doesn't inadvertently disadvantage other groups. After all, the wider the range of perspectives we bring to our team, the stronger it will be in supporting our purpose of money confidence for everyone, every day."

TSB has enlisted ModernHire as their assessment vendor to conduct online on-demand interviews. ModernHire advertises on its website, "Recruiters are working extra hard to hire candidates committed to staying on the job. With Modern Hire, financial services recruiters engage candidates' interests and identify fit and hire faster than ever, for single positions and at scale." ModernHire's assistive AI technology uses more informal interview questions to get you to relax and let your personality shine. Such questions could also establish when you are being sincere and true to yourself, to contrast those answers with your more reserved and performative answers.

What would you like to accomplish in your first 30 days on the job?

"The first 30 days are crucial for onboarding and building relationships, so I suppose that's where my focus would be. I've already gotten a head start on learning about the company and its history. As much as one could from outside the company, anyway. But I would eagerly learn and absorb everything I could so I could start contributing as soon as possible."

Many new recruits enter a company excited to prove themselves. For some, insecurity can cause them to try to establish dominance in a new environment. This question aims to reveal your approach and whether you focus on your onboarding and learning everything you can while building trusting relationships with humility.

Here is some advice TSB offers to their business clients on their website, which can help guide your answer to this question: "On-boarding is crucial to staff retention. The process needs to start before the new employee's first day. Make sure they have all the information they need to prepare. Make a big deal about new hires. Connecting new staff members with someone outside of their chain of command can help. This will embed them in the social and cultural aspects of the company and give them someone to talk to about any issues. Learn from this and keep improving the process."

Allow some time before the interview to enter the virtual interview room and check that the webcam, sound, and lighting are suitable. Close any unnecessary windows or applications that may notify you and distract you on your device during your interview. Silence your phone and your notifications. Have a glass of water ready if you need it during the interview. Take a deep breath and relax.

What are your strengths?

"I never give up and will always find a way to get the job done. I love that adage, 'A good plan today is better than a better plan tomorrow.' That's my motto. I think fast and am resourceful. I have a habit of looking at things from every angle. I am inquisitive and passionate about my work and strive to deliver quality work."

This is another question designed to determine job fit and how well you suited you are to their brand identity and culture. On their website, they advertise their employees "are instrumental in delivering our responsible business activity and driving meaningful change from within." They attribute their employees' "passion, curiosity, and determination" to their success and how much their people care. So when considering how your strengths align with what they are looking for in their ideal candidate, find professional adjectives that align with who they are trying to recruit, such as responsible, passionate, curious, ambitious, and determined.

As Modern Hire put it, their "intelligent hiring platform is rigorously designed to predict success" and "uses AI technology that analyzes candidate responses" and scores them" based on job-relevant data and competencies linked to job success. The Modern Hire Intelligent Interview embraces science, analytics, and AI to continuously learn, improve and evolve, driving quality of hire and higher retention. Decades of research have consistently shown that well-developed and executed interviews, throughout the entire hiring process, are among the strongest predictors of a successful hire."

Try to prepare as much as possible for your interview, not only by researching the company and doing your homework but by emotionally preparing yourself as well. If you find yourself unprepared for a question, try to be mindful of your facial expressions. A natural expression when concentrating is to furrow your brow. But remember, an algorithm can easily misinterpret such cues as frustration. It will also scan tone for your vocal cues, such as placing stress or emphasis on certain words, stutters, or taking long pauses. You should also avoid poor posture, such as slouching, and defensive posture, such as folding your arms or protecting your neck.

How do you balance your work life with your personal life?

"That isn't that difficult for me. I consider myself a pretty well-rounded individual. I take responsibility for my actions. I allow myself time to prepare for whatever I expect I'll be doing, whether it is making sure I am early to work the next day or cleaning my flat in advance when preparing for a gathering. Whatever it is, I plan and give myself ample time to accomplish whatever needs to get done. Why wait until the last minute? I call that last-minute stress. I guess I am pretty low-key as a result."

TSB advertises that they are "committed to helping each and every person to develop a healthy work-life balance." But before they consider hiring you, they want to know that you invest in your work-life balance as well. How well you balance your personal and professional life could indicate how you'll contribute to the team. Someone with a poor work-life balance may bring their personal problems to work, bringing members of the team into their issues, or they may bring their work home with them, causing them to burn out on the job faster.

ModernHire uses proprietary assistive AI technology to analyze your behaviour, examine your confidence in your statements, determine your experience level and predict job performance, and identify the top performers and those who'll be most suited to the company's goals and culture. Some of the details they will study to determine these when recording your answers are your clothing details, eye movements, facial expressions, vocal inflexions, and body movements. That information, with the recorded interviews, is passed on to the company's hiring authority for further study.

Do you prefer to work in a customer-facing role or a behind-the-scenes role?

"I don't mind mixing things up a bit and varying what I do day to day. Whether I am working in a customer-facing role or in operations, I want to feel like I am accomplishing something for the team as a whole. So whatever needs to get done, or wherever the company needs me to go, or where my career takes me, I am open to new possibilities and am eager to rise to the occasion."

This question can be interpreted in many ways, and that's the point of the question. How you interpret it will reveal how well you identify with and embrace their values. TSB views every role as customer interactive - behind the scenes or face-to-face. Whether you are an introvert, an ambivert, or an extrovert isn't the point. Your interviewer is trying to determine whether you would be able to represent TSB's brand and deliver excellent service to its customers at all times.

Research TSB's teams and company positions, and you'll know that they refer to their behind-the-scenes roles as both their 'Customer Operations teams,' which they consider the heart of their business, "made up of curious, fun, and helpful individuals, together they own the customer experience by keeping everything running smoothly behind the scenes." Whereas their 'Customer Facing Teams' are the "several thousand friendly faces up and down the country delighting our customers with fantastic customer service." The last classification of their teams belongs to their 'Central Functions Teams,' which they describe as "specialists are key to our operations - making sure we've always got the right products, people and systems doing the right things for our customers and colleagues at the right times."

What is TSB's purpose?

"I love TSB's purpose statement. It's important to be responsible for your money. And if you understand money, what it can do for you, and what you can do with it, it is empowering and gives you confidence. So I feel pretty strongly about it."

Your interviewer asks this question to determine how your professional purpose aligns with theirs. As they state on their website, "79% of adults would consider a company's purpose before applying for a job. We knew we wanted to reflect the perspectives, passion, and opinions of those we work closest with." They likewise want to ensure that anyone they hire would be able to reflect and represent their purpose, which they outline as follows: "At TSB, we exist to help our customers make the most of their money so that they can feel money confident every day. When they feel more confident with their money, they can get more out of life. And put simply, that is what it's all about. We want to make banking better for everybody. Every penny a customer deposits with us is used only to support loans and mortgages to other TSB customers. We pride ourselves on being easy to deal with, alongside our work to become a truly digital business."

You always want to appear prepared to answer the question posed with confidence. So examine all the qualities of their business and perform equal research on yourself. Don't wing it. Spend time before your interview identifying your brand as a professional. Write down your core values and a brief purpose statement about why you chose your career path and continue to pursue it. Communicate clearly and with confidence.

Modern Hire advertises their "advanced hiring tools are the best in the business at predicting performance and job fit for external and internal candidates." They also advertise on their website, "Modern Hire's intelligent hiring platform combines a pre-hire assessment and interview experience that measures the problem-solving, leadership, communications, soft skills, and other competencies we have identified as predictive of performance, as well as key metrics for proven and ongoing success among professionals."

How is TSB different from other high street banks?

"This is one of the reasons working with TSB is at the top of my list. TSB has integrity by not pushing its products and services on customers who don't need them. There are no sales targets here. But I also love that they are more responsible for loaning money and only work with the money our customers deposit to support the loans and mortgages we offer other TSB customers."

Confidently answering such a company-specific question will reveal you as a top performer with a strong work ethic. Someone who is respectful of their interviewer's time and respectful of the process will put in the work to not take such an opportunity for granted. The answer to this question is proudly advertised on TSB's website, "We're shaking things up. We're not like other high street banks. For example, we don't work to sales targets. We're careful not to lend more than our customers can afford either, and we invest every penny deposited with us back into supporting loans and mortgages to other TSB customers."

If you spend your time doing your homework on yourself and the company, you should be ready to answer any questions they throw your way. So make yourself comfortable and relax. If you feel confident, try to look confident. Slightly tilt your head and nod while you speak slowly and with measure.

How would you comfort someone who had a lost or stolen card and was concerned about fraud?

"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."

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."

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.

Where do you want to be in five years?

"In five years, I would like to be in an expanded role at TSB, further developing my skills and hopefully moving up within the company."

This question aims to determine whether your career goals or aspirations align with what they have to offer. How you answer will reveal if you are interested in pursuing long-term gainful employment them or if this is just a temporary gap-fill job for you. They advertise they are looking for candidates who will commit to getting "stuck in and learn new skills." So when reviewing your five-year career goals, spend time customizing them to the opportunities that TSB has to offer.

TSB is interested in retaining its employees and reducing turnover. They advertise in their recruiting efforts, "Here's the deal. We ask you to promise that when you join us, you'll get stuck in and learn new skills. We're looking for people who care about the wider community and the positive impact they can make." They want you to bring "your unique, brilliant self" to work, and are interested in your great ideas on how to improve what we do. And what you get back. In return, we'll make sure you have meaningful career experiences and personal development, in an inclusive and supportive working environment. We'll trust you to make decisions that matter and give you a real chance to make things better for customers, colleagues, and local communities."

While preparing for your interview, you'll want to present yourself as a professional in every way. Keep in mind that your surroundings are also a reflection of you as a professional. So, make sure you are in an organized space where you are the focus. If your background is too busy, the hiring authority who views the recorded interview later may focus on your busy background rather than you. So make sure your space is organized, free of distractions, and work-appropriate. Wear appropriate professional clothing suited to the role.

What motivates you in your work?

"I am motivated when my leaders take an active interest in developing me and helping me reach my career goals within acceptable timelines. I want to grow within the company and not just have a carrot perpetually dangled in front of me. I am motivated by opportunity, collaboration, and helping my team feel good about the work we've done while looking forward to getting back to it the next shift."

The interviewer asks this question to assess how career-focused you are and whether you are motivated by development and advancement opportunities within the company, furthering your career goals and objectives. There is nothing wrong with expecting merit-based fair compensation, but this should not be your sole motivator. A candidate who shares that they are only in it for the money can easily be bought by the highest bidder and will do nothing to help a company's employee retention and loyalty. Additionally, candidates who are not motivated by their current job may decide to switch to a new company, only to find they are still not content and need to rethink their professional goals. So, it's of utmost importance to decide if this is the right career path for you. ModernHire aims to assess your job satisfaction and determine whether you are prone to burnout.

TSB advertises employee testimonials on its website in its recruiting efforts. "You have to be ready to work hard, but it's incredibly rewarding when that hard work gets recognized, and it's a great feeling to know that I've made a colleague's day better." Says Simba, a 'Pride of TSB Winner.' "There are so many wonderful things I like about working for TSB. My favourite is probably the ability to recognize, praise, and reward your fellow colleagues." Says Kai, a Senior Manager - Branch Transformation. Modern Hire is here to help TSB figure out if you'll be successful in this role while helping reduce attrition. "Predict Fit Fast and Minimize Turnover. Hiring mistakes are costly and painful. Modern Hire's science-based interview assessment tools quickly measure competencies and the likelihood of staying on the job. No guessing or over-reliance on resumes."

ModernHire will evaluate your verbal and non-verbal cues for signs of honesty, adaptability, ambition, and flexibility. So answer with sincerity. If your career goals and interests align with doing whatever it takes to advance from within, all the better.

What location would you prefer to work?

"I would be happy to be placed wherever TSB needs me. However, I always fantasized about working and living along the coast somewhere."

By asking this, the interviewer is trying to assess how eager every job seeker is to ascend in the business and fulfil the business's requirements for filling roles somewhere else. It's more advantageous to move a current employee who is already accustomed to the company culture than to search outside the company.

One of Modern Hire's selling points to their clients states, "Facilitating internal mobility is a priority, too, as banks look to retain their talent." And TSB advertises on their careers pages, "From the Isle of Skye to the Isle of Wight, we're here for you. With around 220 branches, 7 operating centres, and 5 million customers in the UK, the chances are there's an opportunity to join our team near you."

Make sure you are in a relatively quiet place with as little background noise as possible and free of distractions. The camera angle should be at eye level. You want to maintain eye contact in front of the camera as if you're speaking face-to-face with a person. Centre it, and make sure your lighting is equally balanced as well. Natural lighting is best when possible.

"My previous employer's working environment lacked diversity. I am a pretty happy-go-lucky individual and have a quick sense of humour. But in a working environment where everyone is expected to conform, I found I was rarely taken seriously. I didn't fit the mould of the 'good-ole-boys-club.' So, I am very interested in working for TSB, where I feel I would be valued for my unique self and perspective."

Some are looking for a job that feels like a good match for their skills. But the hiring authority for TSB is looking for someone who would enjoy being in their working environment, identifies with their culture and values, and has a passion for helping their customers gain confidence in their finances. If they hire someone who doesn't feel like a good match, then there's no promise of employee retention and no guarantee they'll deliver a good customer experience. So before your interview, determine how working for TSB feels like a great fit beyond your skills and the skill requirements for the position.

One of TSB's employees provided this testimonial, which is posted on their website: "A place for everyone. Whoever you are and wherever you work, you can be yourself here. We think TSB is a great place to work, but don't just take our word for it, read what some of our colleagues have to say. 'I love how much you learn, how you're supported to progress, but most importantly how it has a family feel and that no matter what you make friends for life!'"

This question will help the assessment vendor evaluate how confident you are that you're the right fit for this opportunity and if you're pursuing it for the right reasons. Your answer could reveal if you are shooting for the stars or a more realistic target. Modern Hire advertises on their site that they practice 'Automated Interview Scoring,' "using the power of AI to evaluate and score the content of a candidate's response, and stack and rank their candidates by their score. Gain confidence with assistive Simplify selection and know you're moving the best candidates forward with rank-ordering based on an overall score."

Where would you like to take your career next?

"I would love to increase my responsibility and move into a leadership role. But I know a wide variety of roles within TSB require a heightened level of responsibility. So I suppose my career trajectory could easily be adapted to the opportunities which might present themselves at TSB. So I suppose I would want to work here a while before I ultimately decided which direction I would specifically like to steer my career."

This question aims to assess whether you have explored and were attracted to the further career development opportunities TSB advertises they have to offer. This informs them of how seriously you are taking this opportunity and will reveal if you are committed to pursuing a career with them. "Where will your career path take you next? At TSB, we're passionate about giving our colleagues great career experiences. So if you're wondering about your next move, you've come to the right place. We think TSB is a great place to work."

You can find language on their website that answers many of the questions you'll be asked during the interview. Take note of their keywords and value propositions. When it is possible to do so naturally without sounding forced, reflect on how you embrace their culture by adopting their keywords into your answers.

Are you a stronger verbal communicator or written communicator?

"It sometimes takes me longer to write something out than speak it, so in that regard, I would say I am a swifter verbal communicator, only because I am not the fastest typist. But other than that, I would say that my verbal and written communication skills are above average."

Your written skills are just as important as your verbal skills when representing a brand. TSB's 'Do What Matters Plan' emphasizes 'transparent reporting and communication,' which they summarise as "acting responsibly and demonstrating shared values to our customers and colleagues." This is yet another test of your communication skills, which will evaluate the consistency of your answers.

The assessment vendor will screen you for how well you communicate. Pay close attention to your choice of words and what they might suggest beyond your intended meaning. Enunciate your words, avoiding stutters, crutch words, and long pauses. Also, remember to relax and let your personality shine. Sounding too rehearsed likewise can make you sound like a wooden or unremarkable, and TSB wants you to bring your 'unique brilliant self.'

How would you explain something complicated in simple terms?

"It would depend on what was being simplified and explained in laymen's terms and who I was communicating to. I pride myself on my communication skills and am quite adept at adapting my communication style to whomever I am speaking to. But I would communicate with transparency, actively listen, and do what I could to empathize with and understand the motives and goals of whomever I was speaking to."

One of TSB's core values concerns providing clear communication at all times, "Say it straight. We take pride in being open and honest, avoiding jargon and business-speak." So this question is a test of your communication skills. Not only in the anecdote you provide but also in how you deliver your answer. Modern Hire advertises that their "automated interview scoring evaluates candidate responses, and offers recommended scores rankings," which leads to "better candidate evaluation for better outcomes."

It is important to relax when delivering your interview. When nervous, many people speak too fast, in a hurry to get through the interview. But the last thing you want to do is hurry through your answer when the question is about how well you communicate. Pace yourself in a measured manner and moderate your tone. Speak more slowly and come across as relaxed.

Why should we hire you over another candidate?

"I have been told by many that I am one of a kind. But I think I am just myself, one hundred per cent of the time. In other words, I am sincere and honest. I consider myself a friend to all, and I always give my best self to whomever you are. So I would say you should hire me over that other candidate because they are not me, and I am."

The only way to set yourself apart from the other candidates is to play to your one advantage - none of them are you. TSB wants you to bring "your unique, brilliant self" to your interview and your job. They advertise that they are "proud to be different" and state that "you make us different." So, before your interview, look up terms that you feel best apply to you or are naturally part of your vocabulary. Use professional adjectives to describe yourself and your situation, and adopt the keywords they use on their website, where applicable, such as pioneering, helpful, caring, committed, flexible, balanced, and passionate.

Here are some of the value propositions from their careers page that apply to this culture-fit question and offer insight into why they ask it: "Whatever you do here, you can make a real difference to your career, our business, and the wider community. We believe banking is just as much about people as it is about money. So, we make sure our colleagues have everything they need to do a great job. Join us and you'll find yourself part of a pioneering team, working together to help people and local communities thrive."

If you are nervous before your interview, there are a few quick exercises you can do to manifest confidence. Give yourself a pep talk. Do some quick physical exercises. Raise your arms above your head, stretch your back, make yourself as big as possible, and hold that position. Then practice in front of the camera, share what you have to offer and why you believe it.

Have you done any volunteering or supported any particular causes?

"I'd say I support too many causes. When someone stops me and tries to get me to support their cause, I always sign up and give out my information. I can't help myself."

This question is a test of your company knowledge. Spend some time familiarising yourself with TSB's charitable efforts, particularly what they call 'TSB Local Pride,' where they emphasize "celebrating the people who help other people." This expands beyond "the amazing things people do to help others right across Britain," but also those who work for and represent TSB. "Every year, we celebrate the ordinary people, from all walks of life, who have done truly extraordinary things to help others." They state that they are "helping the people who help people do even more" by sharing "the stories of the unsung heroes helping people in their local communities. We donate our time, money, and expertise to help the people who are helping others in their communities do even more."

This question is designed to evaluate how much you embrace their values, purpose, and what makes them different. Demonstrate that you have the same perspectives and it won't take long to get up to speed. You want to convey, in principle, that you are already one of them.

Tell me about a time you made a positive difference to a customer.

"I try to make a difference with every customer. Some aren't that social and just want to duck in and do their transaction and duck out. For them, I try to make their transactions as effortless as possible. Others want to gossip or have a nice chat. I consider myself pretty good at reading people; I try to give them what they want, and I genuinely enjoy every interaction with all of them."

This is a test of your customer service skills, approach, and philosophy. How you answer will indicate how well you would represent TSB's brand of customer service. Remember, ModernHire aims to "predict fit and minimise turnover." So spend adequate time familiarising yourself with their brand of customer service and how theirs aligns with your own. Then think of a suitable example that presents you as an ideal fit.

Another of TSB's core values is "Do the things that matter. We focus on actions that make a positive difference, creating the best experiences and services for customers and colleagues." ModernHire empathises with their clients on their website by acknowledging, "In a tight labour market marked by skills shortages, recruiters are working extra hard to hire customer-focused candidates ready to positively impact outcomes on day one."

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

"I had a customer who'd recently had a stroke, and their signature no longer matched what we had on file. It was clear they were in a predicament, but the policy put a stop to moving forward with their large withdrawal. I was about to go on my lunch break as this was unfolding; instead, I took a trip to the branch where they'd originally opened their account, pulled their signature card and their file, and returned to my branch, where the customer was patiently waiting. We were able to verify their identity, duplicate the signature card, and offer accommodations at our branch, which was now their preferred branch."

TSB aims to consistently meet their customers' high expectations. Before considering hiring anyone to represent their brand, they need to know that candidate will be able to meet the needs of their customers according to their values. "Performing only the functions expected of a retail bank is no longer enough to meet the needs of today's society. We must demonstrate how we're contributing even more to meet the expectations of our customers and the communities we serve." Think about a recent example of where you went above and beyond to meet the needs of a client. But more importantly, communicate how going above and beyond is your standard.

Practice being in the emotional state you want to convey. You want your answer to resonate with authentic sincerity. The way to accomplish this is to be truthful in your answers. Your body language will communicate the emotional state of the moment you are recalling, which for the sake of your example, should be enthusiasm and taking pride in your customer service accomplishments.

How would you handle a customer considering closing out their account?

"I would ask questions and try to determine if there was cause for concern. If there were unavoidable circumstances and they had to close out their account or had succeeded in the goals that the account served, I would try to find new avenues to help them move forward. However, if for some reason they'd lost confidence in what we had to offer, or if another bank over-promised and suggested they could do better, that would require a deeper and more corrective conversation. But all begins with opening a dialogue and proceeding with open and transparent communication."

The field of customer service can often present itself as a high-pressure environment. Some situations are more challenging than others and can put your communication skills to the test. TSB focuses on providing 'confidence' to its clients. This could also mean instilling confidence in their products and services. Their purpose statement is centred around this principle. So think about how you would navigate this situation and reinstate your client's confidence in TSB.

"Our Purpose: At TSB, we exist to help our customers make the most of their money so that they can feel money confident every day. When they feel more confident with their money, they can get more out of life. And put simply, that is what it's all about. We want to make banking better for everybody. Every penny a customer deposits with us is used only to support loans and mortgage to other TSB customers. We pride ourselves on being easy to deal with."

How would you deal with an upset customer?

"I would start by helping them feel understood, empathized with, and validated, and then ask questions and actively listen to the answers. I would work to get to the core of why they are upset. Then I would calm them down and accommodate them in any way I can, within reason."

Another of TSB's core values is, "Feel what our customers feel. We believe the best way to give our customers the type of banking they want, and they need, is to step into their shoes and really understand their experiences they have with us." This exemplifies an empathetic approach in their brand of customer service with the aim of client retention. The interviewer asks this question to determine how well your conflict resolution skills will represent their brand.

When recalling a conflict situation, it is common to experience the emotions of that moment again. This can cause people to narrow their eyes, fold their arms, and furrow their brow. However, it is important to avoid these defensive cues during an assessment, as they can be interpreted as insecurity, hostility, or disinterest. Instead, you want to appear emotionally mature and in control. This can be done by maintaining relaxed body language and speaking in a confident tone of voice. Avoid any posturing or gestures that could be seen as aggressive or threatening. By following these tips, you can project an image of confidence and maturity, even when discussing a difficult topic.

What does integrity mean to you?

"I would say my definition of integrity is being true to my word, being of strong character, doing what is right, being honest and transparent, following through on my commitments, and holding myself accountable for my actions. Integrity takes courage, and I think I have that."

The heart of this question, and the answer it aims to reveal, is whether your definition of integrity aligns with theirs. As TSB states, "More customers than ever expect brands to share their own beliefs and values. A survey with our customers showed that 45% of people avoid businesses that act irresponsibly and nearly nine in ten (89%) said they would be more likely to switch if they knew a firm was acting irresponsibly." Define how your brand of integrity aligns with theirs, and phrase your answer accordingly.

ModernHire's algorithmic model will analyze you for cues to determine how honestly you're presenting your answers. The best approach is to answer as sincerely as you can. Some non-verbal cues the assessment vendor will use to evaluate your honesty are stroking your chin, pressing your fingers to lips, covering your mouth or covering your eyes or averting your gaze, exhibiting excessive fidgeting such as restless foot and leg movements, frequent changing your posture or looking uncomfortable, and grooming behaviours such as playing with hair. Avoid this by looking at the camera, smiling softly, and keeping your body open and relaxed.

What would you do if you suspected a colleague of unethical behavior at work?

"I would follow protocol according to the guidelines set out by the company I was working for. I would take measures to protect the company, their assets, the welfare of the team, and myself. If appropriate, I would immediately address the situation with the person in question, allowing them to explain themselves or change the course of their actions. But I would report it to the appropriate parties within the company."

This is another integrity-focused question aimed at assessing the consistency of your answers from one question to the next. This aims to reveal whether you would be willing to do the right thing when put to the test. Familiarize yourself with TSB's whistleblowing policy, which states, "We care about our customers and our colleagues and strive to do the right thing. We do this by encouraging colleagues to report concerns of wrongdoing or inappropriate behaviour which could impact customers, colleagues, or TSB; knowing that their concerns will be investigated promptly and effectively without fear of reprisals for them." If you can, back up your claims with a truthful example where you have lived up to their standard in the past.

Be mindful to deliver your answers as truthfully as possible throughout the set. The algorithm will study your recorded interview, including the words you choose and your body language and vocal inflexions. To identify whether you are exaggerating or not being completely honest, it will watch for cues such as repeating a question before answering, speaking in sentence fragments, displaying a change in speech pattern, irregular speech, and rising and falling tone. When your words don't match your gestures, your gestures will be seen as the truth. So maintain eye contact and confident body language, be comfortable, and speak from the heart.

How do you feel about working in a culturally diverse and inclusive atmosphere?

"I would feel a bit weird if I worked somewhere that lacked diversity, equality, and inclusion. Everywhere I have ever worked had people from different backgrounds and different walks of life. The more varied the perspectives of my work friends, the more interesting and fun my day will be."

This question aims to assess your cultural competence. TSB calls themselves "a bank that welcomes everybody, committed to building a truly inclusive organisation that reflects the diversity of the customers and communities. It's the only way forward, and the only way to truly meet our customers' needs." So anyone they consider hiring needs to align with their "behaviours and ways of working, where everyone feels included, and where access to opportunities is equal." Considering that they are looking for someone who will represent the opinions and ideals of their company, inside and outside of work hours, ponder how you'll communicate in your own words, according to your nature, how you agree that "building a diverse and inclusive culture is more than just the right thing to do; it's good for business."

Mitigating hiring bias is one of Modern Hire's selling points to the clients. They aim to assist a company's diversity hiring goals by helping build upon "your most diverse, engaged, and qualified workforce. Modern Hire's intelligent hiring platform elevates standards of fairness with pre-hire assessments and automated interview technology designed and tested with faster, fairer hiring and diverse outcomes as the goal." However, they clarify that "No facial recognition or other invasive, non-predictive methods" are used to mitigate hiring bias. "With our AI-based hiring innovations, recruiters focus on job-relevant competencies and predictive analytics - and away from demographics and candidate resume claims, which are known to promote human bias. Our interview and assessment tools are proven to mitigate hiring bias and improve diversity hiring efforts. Modern Hire's intelligent hiring platform elevates standards of fairness, designed and tested with faster, fairer hiring and diverse outcomes as the goal."

Conveying cultural competence requires curiosity, interest, and openness. Nonverbal indicators for these emotions are leaning in, tilting your head as you speak, smiling and making eye contact. Signs of discomfort and avoidance could be interpreted as negative bias and antipathy. Such nonverbal cues include decreased positivity, less eye contact and more gaze aversion, fewer smiles, greater interpersonal distance, and increased blinking. Consider these points when formulating your answer.

What is your approach to taking risks?

"I would say that I am a cautiously informed risk taker. I have never been much of a gambler. As I have always said, the only bet I'll ever take is one that I am 100% sure I can win. So, if I don't have all the information on hand to make an informed decision, I will take the most reliable path forward and be willing to hold myself accountable if it is the wrong course of action."

An inquiry regarding your approach to professional risk-taking aims to assess whether you would prove, as an employee, to be an asset or a liability. Your interviewer wants to know whether you take calculated risks as opposed to being a habitual risk-taker or gambler. However, your answer will also tell them what you even consider a risk and whether your approach aligns with theirs. For example, a calculated risk could be a credit risk, which TSB defines as "risks associated primarily with lending money to personal and business customers."

TSB defines their approach to risk-taking in the following statement: "We want to be a different kind of bank, so the way we manage risk should be different too. Risk doesn't have to be complicated. Our approach reflects our values and has the TSB mission at heart. For us, it's all about taking the right risks, learning from mistake, instilling confidence and keeping the bank safe."

Share your approach to taking calculated risks while protecting and safeguarding the interests of your company and their customers. Remember, a confident person's body language is open and relaxed. So avoid nonverbal cues of nervous or stressful behaviour, such as fidgeting, swaying, shifting your weight, rocking or tilting back in your chair, leaning to one side or the other, straightening and freezing your posture, cradling your neck with one or both hands, crossing your arms, cracking your knuckles or biting your nails.

What kind of salary are you looking for?

"My current employer offers a fairly comparable benefits package as TSB, which is appreciated. Regarding salary, I currently earn $XX,XXX a year, with a projected increase of 3% annually, with two performance reviews and increases a year. My current employer has offered me a one-time increase of 6% if I stay on. However, I feel my career is moving in a direction that is not conducive to my goals, and I would very much like to land a position with TSB. If granted the opportunity for another interview, I would be interested in continuing this conversation in a live interview."

Research the position and tease apart the salary they offer while comparing it to your current earnings, benefits package and rewards, including pension, holidays, and healthcare. You can also volunteer any offerings your current employer offered to keep you on and what your calculated annual earnings would be after one or two performance review periods. Then share this with transparency without offering them a conclusive number. Simply share where you are in your career and how your goal is to find the ideal employer who feels like the right fit concerning culture, working environment and developmental opportunities. Explain you are hoping they'll recognize your professional worth and would be willing to incentivize you to move over to their teams. This keeps the conversation going and doesn't close the door on negotiations.

When conveying your professional worth, you need to be confident and come across as being in your comfort zone when relaying it. So speak with friendly confidence while maintaining eye contact with the camera.

What would you do if a customer came to you for help while you were multitasking?

"Well, I would make a tick mark, or another simple tracking method, to denote where I was leaving off on that task and wholly devote my attention to that customer. Depending on how high of a priority the task I was working on was, I might assist that customer with their needs personally or find someone else to help them who had fewer pressing matters to attend to. But regardless of my approach, I would make sure they felt valued and cared for."

It can be stressful being in a public-facing role while struggling to remain focused and trying to accomplish a variety of tasks. Yet, as TSB advises their representatives, "Be flexible and adapt your plans for when your customer needs you." Explain how you would immediately devote your attention to your customer and recruit help from others on your team if need be. You'll want to convey how you keep calm under pressure while acting decisively and driving success for your teams.

This question is also directed at how well you deal with stress and working in a high-pressure environment. Modern Hire acknowledges that "in a market with more financial services jobs than candidates and record-high voluntary quit rates, recruiters are working extra hard to hire customer-focused candidates, committed to staying on the job, and ready to positively impact outcomes on day one." Its algorithms will likely evaluate your answer for signs of stress, which could indicate whether you are well suited for this position and how long you would stay on board with them.

More often than not, when a person recalls stressful situations from their past, they'll revert to the emotional state of stress of that situation. For this reason, the algorithm will likely screen you for your non-verbal cues, facial expressions, eye movements, body movements, tells and posture, and the nuances of tone and choice of words.

What does teamwork mean to you?

"To me, teamwork is sharing vision, where everyone has their eye on the big picture and collectively helps us get closer to accomplishing any and every goal. All for one and one for all."

TSB advertises they expect every employee to "be a strong team player with a collaborative approach, working together to ensure the customer is always at the heart of everything you do." Therefore, this question aims to see how closely you meet this mark. Come up with a brief statement that defines what teamwork means to you based on your professional experiences and success stories.

Frequently, whether a person is more of an introvert, ambivert, or extravert could be considered a marker of the type of work they prefer to perform, such as a more behind-the-scenes job versus a customer-facing role or a collaborative team effort versus a singular more analytical task. Yet, even when working by yourself, remember, your efforts ultimately impact the overall success of the team.

Do you prefer to work alone or as part of a team?

"I suppose I enjoy working as part of a team, whether working side by side with others or on my own. But everything I do is for the benefit of the team."

This question may seem similar to other questions in this set. It aims to reveal how consistent your answers are, from one question to another. Another of TSB's values is "How we do things. We're all here to give money confidence to our customers and communities, and we're clear on how we need to work together to get that done." Therefore, they need to ensure you will be able to work with them to provide their customers with the confidence they need to entrust TSB with their money.

If your customer service skills meet their requirements, your answer will be consistent with the answers you provided to similar questions. Their goal is to predict employee retention while avoiding candidates who show signs of limited emotional intelligence or burnout syndrome. So your answers should be sincere, as the ModernHire algorithm evaluates the consistency of a candidate's non-verbal cues from one question to the next, which it will interpret as the true feelings, intentions, and attitudes.

Tell me about a time you identified an opportunity to help your team do better.

"I always aim to do better for my team. But our team is a well-oiled machine. We are always supporting each other and have shared every tip and trick with each other that we can. But given any opportunity to help anyone on my team, whether offering them relief when they need a break or just putting my all in, I would be there."

Interviewers ask this question to learn your scope of the big picture and your brand of innovation. Your answer will reveal if you make extra efforts to support the team and go the extra mile or if you operate at the status quo, performing at the bare minimum. Another of TSB's core values is "Always look for better. We believe great ideas for how to improve can come from anyone and everywhere."

Even though you are talking to the algorithm, remember that showing your personality can go a long way. So try to imagine you're interviewing with a real person, maintaining a poised, confident, relaxed, and enthusiastic tone. Maintain eye contact, and smile softly.

Make sure you choose a space for your recorded interview that is clear of distractions, is not too cluttered, and is neat, tidy, and organized. Dress for the role as well. You want your appearance and space to be as consistent with the professional tone of your answers. Remember, your personal space is a reflection of your professionalism and work ethic.

TSB Bank Sonru Interview Questions

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1. Tell us about yourself.
2. What would you like to accomplish in your first 30 days on the job?
3. What are your strengths?
4. How do you balance your work life with your personal life?
5. Do you prefer to work in a customer-facing role or a behind-the-scenes role?
6. What is TSB's purpose?
7. How is TSB different from other high street banks?
8. How would you comfort someone who had a lost or stolen card and was concerned about fraud?
9. Where do you want to be in five years?
10. What motivates you in your work?
11. What location would you prefer to work?
12. Why TSB?
13. Where would you like to take your career next?
14. Are you a stronger verbal communicator or written communicator?
15. How would you explain something complicated in simple terms?
16. Why should we hire you over another candidate?
17. Have you done any volunteering or supported any particular causes?
18. Tell me about a time you made a positive difference to a customer.
19. Tell me about the last time you went above and beyond for a customer.
20. How would you handle a customer considering closing out their account?
21. How would you deal with an upset customer?
22. What does integrity mean to you?
23. What would you do if you suspected a colleague of unethical behavior at work?
24. How do you feel about working in a culturally diverse and inclusive atmosphere?
25. What is your approach to taking risks?
26. What kind of salary are you looking for?
27. What would you do if a customer came to you for help while you were multitasking?
28. What does teamwork mean to you?
29. Do you prefer to work alone or as part of a team?
30. Tell me about a time you identified an opportunity to help your team do better.

TSB Bank Sonru Interview Questions

1. Tell us about yourself.

2. What would you like to accomplish in your first 30 days on the job?

3. What are your strengths?

4. How do you balance your work life with your personal life?

5. Do you prefer to work in a customer-facing role or a behind-the-scenes role?

6. What is TSB's purpose?

7. How is TSB different from other high street banks?

8. How would you comfort someone who had a lost or stolen card and was concerned about fraud?

9. Where do you want to be in five years?

10. What motivates you in your work?

11. What location would you prefer to work?

12. Why TSB?

13. Where would you like to take your career next?

14. Are you a stronger verbal communicator or written communicator?

15. How would you explain something complicated in simple terms?

16. Why should we hire you over another candidate?

17. Have you done any volunteering or supported any particular causes?

18. Tell me about a time you made a positive difference to a customer.

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

20. How would you handle a customer considering closing out their account?

21. How would you deal with an upset customer?

22. What does integrity mean to you?

23. What would you do if you suspected a colleague of unethical behavior at work?

24. How do you feel about working in a culturally diverse and inclusive atmosphere?

25. What is your approach to taking risks?

26. What kind of salary are you looking for?

27. What would you do if a customer came to you for help while you were multitasking?

28. What does teamwork mean to you?

29. Do you prefer to work alone or as part of a team?

30. Tell me about a time you identified an opportunity to help your team do better.