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U.S. Bank Interview
Questions

27 Questions and Answers by
| Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.

Question 1 of 27

Tell me about a goal you achieved. What steps did you take to get there?

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U.S. Bank Interview Questions

  1. 1.

    Tell me about a goal you achieved. What steps did you take to get there?

      The banking industry offers a variety of opportunities to those who are motivated. U.S. Bank is seeking individuals who think about the future and aspire to be successful in everything they do. Think about something you accomplished through hard work and dedication.

      Ryan's Answer

      "Early in my career, I strived to get to know the banking and thrifts 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 U.S. Bank and am excited for the opportunity to do so."

      Ryan's Answer

      "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, through spending a lot of time in online studies, between working as a bank teller. I am very proud of the discipline and dedication I was able to put towards this goal."

  2. 2.

    The banking industry is built on trust and this is no different at U.S. Bank. Do other people you have worked closely with consider you to be trustworthy?

      While the easy route for this question would be to simply answer yes and move on, your interviewer will be looking for you to talk about a specific situation or two where you proved your ability to be trusted in the workplace. Take the time to think about a time where trust was instilled in your beyond your normal job duties and explain the situation to your interviewer. Be sure to explain why the situation was important, what you learned from it and how it helps you be seen as a more trustworthy candidate for this role at U.S. Bank. In the end, remember that the ability to be trusted as a Teller with U.S. Bank is one of the premier qualities that your interviewer will be looking for in an ideal candidate for the role.

      Ryan's Answer

      "If you were to ask any former colleague or manager that I have worked with, they would all say that I am worthy of any trust you would instill in me. In my current role, my manager has given me the duty of physically transporting our daily bank deposits and has given me a set of office keys and the code to the security system as a backup to our management staff. In my five years with the organization, I have proved myself to be trusted with these duties through my error free work, great attendance record and honesty."

      Ryan's Answer

      "I have always put it on myself to try and cross-train and learn as many roles with companies that I have worked with in the past. As well, I've always strived to become an expert on all total process at any given job. Because of this extra effort, my current manager has asked me to be a department representative on a few different committees in my current organization. As well, I've also been asked to lead a few process improvement projects within our department. My manager has directly told me that I was asked to take on these extra responsibilities because of the trust that he has in my work ethic and my overall knowledge of our organization. If lucky enough to come work for U.S. Bank, I would bring this same attitude to the team here."

  3. 3.

    What customer service experience do you have that would greatly benefit the customers at U.S. Bank?

      As the face of the organization for a lot of customers that will come through the lobby and drive-through of U.S. Bank, your interviewer expects that you'll be able to bring your A game to the job every day when it comes to customer service. To get an idea of your customer service experience, your interviewer is asking this question. As you prepare for your interviewer, try to think of customer service experience you have that would most apply to being a successful Teller. Talk about your duties when it came to serving customers and putting a smile on their face with each interaction that you had. Don't hesitate to use a real world example of a time you went the extra mile to provide the best service possible.

      Ryan's Answer

      "Being a people person by nature, I've always thrived in roles that put me face to face with customers at any place of employment. During my high school years, I was a waitress at a local restaurant on the weekends. During these busy times, I quickly learned how the little things can go a long way with customers that I would see on a regular basis. Knowing their usual drink orders and little things about them helped spark great conversations with them and, ultimately, their overall satisfaction with their dining experience. If hired here with U.S. Bank, I'd look to bring that same customer service attitude to your team."

      Ryan's Answer

      "My current role in a large call center places me on the phone with consumers that are usually having either technical issues with our products or just overall unsatisfied with our products. Over the past two years in this role, I've learned how reflectively listen to customers that had a negative experience and how to quickly troubleshoot their problems with ease. As well, I've grown a very thick skin to not take things personally when consumers are downright mean about their products. I can imagine that in a bank setting, upset customers can be at their worst because finances are one of the most stressful things for people and I would be very confident in my ability to work with those customers."

  4. 4.

    What are your top three strengths? How will you use them to make an impact at U.S. Bank?

      Reviewing the job description and the company website will give you some direction on which qualities U.S. Bank values most. Share your most valuable strengths. Think about them within the context of the position. You can refer to the list of responsibilities within the job description as a guide. Explain how your strengths will help you to accomplish these tasks; and better yet, help you to exceed expectations.

      Ryan's Answer

      "I have exceptional attention to detail and great communication skills. I am also quick to solve problems, which helps me handle customer issues with ease. These strengths will help me to build relationships and maintain customer satisfaction."

      Ryan's Answer

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

  5. 5.

    How would you handle communication with a customer that was visibly upset?

      In this position with U.S. Bank, you may be faced with a customer that is upset and/or mad at the situation they are in. Because of the shoes you will be filling as a Teller, you will be expected to help deescalate the situation through solid and effective verbal communication with the customer. As you answer this question, talk about your ability to remain calm, cool and collected in any situation and explain how you take an empathetic approach with any person that you will work with in this role. If you have an example of a time that you were faced with this situation, don't hesitate to walk your interviewer through that situation and how you handled it.

      Ryan's Answer

      "Having worked in customer facing roles for my entire career, I have handled many angry customers and feel I have a great method in the way that I communicate with them. First, I start by hearing them out and letting them vent in any means that they want. From there, I calmly repeat back the key points and then begin brainstorming solutions for them. By maintaining a calm demeanor during these situations, angry customers are often able to calm down rather quickly. After I understand the customer's needs, I take all steps necessary to help solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team based approach."

      Ryan's Answer

      "When this happens in my current role, I make sure that any other duties I am currently working on are put on hold so I can give full attention to that customer. Last week, I was the only person on staff handling a busy lobby when a customer came in very upset with a vehicle that they had just purchased. I immediately put the phones on hold to take the time to listen to their concerns. After hearing the causes of their frustration, I had them wait in our lobby and I went and talked to our Sales Manager. He made time for the customer immediately. In these instances, providing swift action to help alleviate any further issues is the most important thing that can be done."

  6. 6.

    What has been the most stressful situation that you faced in the workplace and what did you do to ensure that you navigated that situation successfully?

      At times, the work at U.S. Bank can get stressful in a customer facing role and this question is giving your interviewer insight to how you will be able to handle the stress that will potentially come in this role if you are hired. In your answer, speak openly and honestly to your interviewer by explaining the situation that you were in and why it was stressful to you. Then, talk in detail about the things that you did to work through the situation to make sure that there was a positive outcome. While answering, try to give your interviewer the sense that you are not easily stressed out on the job and are able to work through high pressure situations with ease.

      Ryan's Answer

      "Last year, my staff of nine people was brought down to five people with one termination and three other resignations in a short period of time. Given that recruiting new staff in my current field can be difficult, we worked at almost 50% staffing for two months. To avoid burnout, our manager decided the best route was to only have two of our staff on shift at a time when we would normally have three to four on at a time. This is where work became the most stressful. For me, keeping upbeat, positive and focused on all of my duties was what helped me through each work day. I really appreciated the fact that we didn't need to double our work hours during this time and my remaining team members ended up navigating this period with great success."

      Ryan's Answer

      "A couple of years ago, my current company purchased my previous employer and there were many unknowns surrounding my job and my job duties moving forward when it was announced that the company was being sold. When I saw a lot of my coworkers in distress, I took the direction of trying to lead by example with a positive attitude. From the start, I began asking a lot of questions to our managers to try and become as educated as possible on the changes that were coming. I also tried to hear the concerns of my colleagues as well and tried to a be a reassuring person for them. In the end, the transition was great for me and I have my positive and inquisitive attitude to thank for that. During the process, one close colleague did leave the company in fear of what would happen and they still regret that decision to this day."

  7. 7.

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

      While working at U.S. Bank you might find yourself stressed by customers or the fast pace of the work environment. Think of a time where you produced your best work under pressure to showcase how you shine under high-pressure situations.

      Ryan's Answer

      "When I was working as an administrator at a financial firm, I worked in a very high-pressure environment. There was one case that was highly sensitive and required me to pay extra attention to detail. I had limited time to prepare the paperwork, but I was still able to support the lawyer and the client, by staying calm and carefully providing everything they needed. I asked questions to clarify the deadlines that needed to be met and set daily goals to meet them."

      Ryan's Answer

      "Almost every day in my banking career has been filled with high-pressure situations. When I am faced with a stressful situation, I remind myself to slow down, breathe, and assess the situation before jumping in with both feet. Customers seem always to appreciate my calm and methodical approach."

  8. 8.

    What experience do you have in multitasking different duties in any of your prior work experiences?

      As a Teller with U.S. Bank, you will be relied upon to have excellent organizational skills when handling multiple tasks throughout each workday. Oftentimes, customers can have multiple transactions that must be process and your job will be to ensure that the needs of the customer are handled accurately and efficiently. To gauge your ability to handle this, your interviewer is looking for you to describe a time that you had to be a great multitasker on the job. As you answer this question, be sure to point out the organizational skills that you used to ensure that all of your duties were handled with ease. If you are a new graduate, it is okay to talk about multitasking in your school or personal life as long as you see it is relevant to proving how you can utilize those same skills in this role.

      Ryan's Answer

      "In my current role as an Administrative Assistant, I often am juggling multiple tasks at one time. While handling schedule coordination for five different managers at my company, I'm also working on setting up many different organization wide meetings where I'm required to send multiple communications out at the same time. To keep myself organized when handling many things at once, I utilize both my Outlook calendar and a written checklist to ensure that all tasks are getting done in a timely manner."

      Ryan's Answer

      "During my years working in the restaurant industry, I became an expert on handling many tables of customers at once. While juggling the order of all of these customers, I also had the responsibilities of manning the cash register at times. This experience really helped me with accurately recording customer orders on my order pad. I also developed what I would call a multitasking mind by training my brain to keep all of my customers orders at the top of my mind. I think my years in that industry will translate well to the Teller role here at U.S. Bank"

  9. 9.

    What is the highest level of mathematics that you completed during any of your schooling?

      Working as a Teller for U.S. Bank will require you to have pretty basic math skills and the ability to count cash in an accurate and efficient manner. For this question, your interview will be looking to hear that you have completed at least some levels of high school math and did so with ease. In your answer, while you discuss what levels of math that you have completed during your education, be sure to explain how your mathematical skills will be able to apply to the job that you are interviewing for. Make sure that your interviewer walks away from your conversation confident in your abilities.

      Ryan's Answer

      "As you can see from my resume, I have an Associate's Degree in Marketing and during my coursework at XYZ Technical College, I took both college level statistics and financial accounting courses. With both of these classes, I am confident in my ability to handle and count large sums of cash and also operate account software if required for the job here at U.S. Bank."

      Ryan's Answer

      "During my final year of high school a few years ago, I completed my final semester of Algebra II with an A- grade. Through my years of Algebra I and Algebra II during high school and with my retail experience prior to this interview, I feel comfortable with all of the accounting related duties that I would handle in this role with U.S. Bank."

  10. 10.

    How would you respond to a customer complaint?

      The interviewer would like to be assured that you can professionally handle customer complaints. Give an example of a time you helped resolve a customer's issue.

      Ryan's Answer

      "A customer called me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for U.S. Bank."

      Ryan's Answer

      "Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."

  11. 11.

    If a client here at U.S. Bank were to be denied the financing that they desire, how would you handle that situation?

      As a Loan Officer at U.S. Bank, you will have times where you will have to have the difficult conversation with prospective clients that are being denied financing. For this question, your interviewer will be looking to hear that you take a professional approach with the clients and that you have a firm understanding of the regulations surrounding loans in the industry. To seal the deal for this question, talk about your ability to educate the client to better the chances that they will come back to U.S. Bank for business in the future.

      Ryan's Answer

      "This is a very common occurrence in my current role in the mortgage industry. When a client is denied financing, I am very up front and honest with them in my approach. The most important thing that a customer wants to understand is why financing is denied and my experience in the finance industry lends well to me explaining the importance of credit scores and debt to equity ratios. I have found that customers that are denied financing really take well to my approach and I have had many customers come back after doing the personal work needed to improve and succeed in their application process."

      Ryan's Answer

      "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. In the times I need to personally decline a potential customer, I am firm and fair with them. I don't beat around the bush in any way because this can leave a customer with a false sense of hope. Taking the time to explain the regulations for the loan in layman's terms often helps customers understand things better as well."

  12. 12.

    What is one unique skill that you will bring to our loan processing team here at U.S. Bank?

      Throughout your application process and candidate vetting process, you were brought into interview because your interview was confident that you had the basic skills and knowledge required to handle this job. Now, your interviewer is giving you the opportunity to set yourself apart from your competition with this question. As you prepare for this type of question, try to think of a unique skill that you have that can prove to be a big asset if U.S. Bank offers you the job. In your answer, be sure to explain why this skill applies to this role.

      Ryan's Answer

      "I think the one skill that I have that sets me ahead of the rest running for this position is my experience and success in the world of sales. As you can see from my resume, my career out of college started in auto sales. In my five years of sales, I worked my up from Associate Sales to a Sales Team Lead at my dealership. Getting to know and master the sales side of the business has really helped me on the finance side with overall knowledge of the business and developing the skills needed to upsell customers on their loans."

      Ryan's Answer

      "As you can see from my experience, I have extensive leadership experience in leading teams of up to 12 employees and I also have remote working experience. Both of these duties have really given me confidence in my decision making abilities. If hired for this position, I would be able to hit the ground running on day one and be trusted with critical decisions where you might not have that ability with other candidates that don't have leadership experience."

  13. 13.

    What ideas could you bring to U.S. Bank to help grow revenue in this branch?

      If hired as the next Branch Manager at U.S. Bank, one item that you will be continually tasked and evaluated on is your ability to help grow revenue at the branch through new customer acquisitions and increased sales of banking products. This question gives you the chance to cite your revenue growing skills and how you will apply them to the banking industry. Prior to your interview, be sure to do your research on growth and revenue in the banking industry and think of a creative way or two that can really sell your interviewer on your ability to help drive increased revenues at the branch you are interviewing with.

      Ryan's Answer

      "While I will always be a firm believer that traditional marketing techniques are key to creating new business and revenue, an outside the box approach can always be vital as well. Here at U.S. Bank, I would make it a priority for frontline staff like Tellers to be trained in advanced sales skills to help upsell customers in their regular conversations with them. Customers of U.S. Bank typically see the frontline workers the most and Tellers are most likely to steer your customers towards revenue generating products."

      Ryan's Answer

      "Over the past five years, I've become more entrenched in data analytics in my current role to help drive revenue and I think the banking industry can surely use data analytics to help predict customer trends. With the rapidly changing service combinations that banks put out, data analytics could be key in helping predict customer preferences and that data could be put to use to put out the most preferred packages for future customers."

  14. 14.

    If hired for this role here at U.S. Bank, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?

      Your interviewer is posing this question to gain insight into how you use resources and technologies to keep you on track in your work and to also get a sense for how you prioritize the small details in the work that you do. As you answer the question, be very specific as you describe your ability to multitask many duties throughout a given work day and talk about the tools that you use to keep yourself on track in your work. As you talk about this process for yourself, don't lose sight of your focus on the small details in your work and discuss why doing things in detail is important in the work that you do. Make sure to talk about real world examples that you've used in the past that you feel would be helpful in this role as a Teller with U.S. Bank.

      Ryan's Answer

      "I consider myself to be highly organized in my work and I do this by using my calendar
      and task functions within Microsoft Outlook. I schedule time each day for my daily tasks and it doesn't take me very long to have a quick understanding for how much time is needed to complete the routine tasks on a daily basis. I always make sure to allow for enough time for each task to be done as thoroughly as possible. Then, for the tasks that pop up from time to time, I always make sure that I add those to my to do list quickly."

      Ryan's Answer

      "In my current role, I print a daily checklist of my duties and begin working on that list as soon as my day starts. Some of the tasks have a prerequisite task that day, so I have my checklist prioritized by needs from the top. I have found this method to be extremely useful in helping me make sure that my duties are handled each and every day and I wouldn't hesitate to utilize something similar if hired for this role with U.S. Bank"

  15. 15.

    In your opinion, what are the benefits of banking with U.S. Bank?

      The interviewer wants to be assured that you have done your research on U.S. Bank. Review their website to find out more about their products and services.

      Ryan's Answer

      "I always have a great experience whenever I visit one of your branches. As a customer of U.S. Bank I am impressed by the consistency and care of the bank tellers. I also love how easy it is to access my account online and make updates to my credit card whenever I travel. The level of service that is demonstrated in U.S. Bank values is evident."

      Ryan's Answer

      "After researching U.S. Bank products, and what your customers are saying, I believe that the benefits of banking with U.S. Bank include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."

  16. 16.

    Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?

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  17. 17.

    We pride ourselves on teamwork here at U.S. Bank and this role in Client Services relies on teamwork. What are the top qualities would you would bring to a team based atmosphere here?

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  18. 18.

    What is your experience in managing an overall performance appraisal process for your staff?

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  19. 19.

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

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  20. 20.

    Our clients here at U.S. Bank expect top-tier service and products and we will expect you to do just that in this role. Have you ever went the extra mile for a client when it wasn't expected? Why did you do so?

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  21. 21.

    Have you ever had to work with a difficult colleague? How did you handle that situation?

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  22. 22.

    How would you rate your ability to learn new software programs on a scale of 1 to 10?

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  23. 23.

    If you were having an interaction with a client here at U.S. Bank and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

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  24. 24.

    Tell me about your cash handling experience.

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  25. 25.

    Out of all of our products at U.S. Bank, which one would you be most likely to use? Why?

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  26. 26.

    Due to the continued explosion of the digital world, U.S. Bank is becoming more virtual on a day to day basis. What job duties would you see as being fluent in this role as a Teller with us?

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  27. 27.

    To get to know what type of leader we'd be hiring at this branch of U.S. Bank, how would you describe your management style?

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