27 UBA Prestige Bank Interview Questions & Answers
1. As a Trader with UBA Prestige Bank, you will be trusted to take a very diverse approach with our clients. How would you explain the limitations of using solely a P/E Ratio approach to purchasing stock to a client?
How to Answer
Oftentimes, clients at UBA Prestige Bank will come to the table with the expectation that a single market metric will be the determining factor in their investment decisions. Your job as the Trader may be to educate them on the potential dangers of that approach and this question will be used to test your ability to do that. When answering and giving the specific limitation of the P/E Ratio approach, be sure to talk about the importance of weighing several factors in any investment decision.
1st Answer Example
"One aspect that I really love about working as a Trader is client interaction and using my knowledge and skills to help educate them in building towards a solid financial future. When I've had clients that tried to educated themselves that bring up P/E Ratios, I will commend that ratio for being an accurate predictor when used in the right context, but I'll also point out that the ratio is only effective when looking at companies within the same industry. That can be useful when I know that an upsurge in a sector like energy will occur, but its not useful when looking at companies within the market as a whole. This is my opportunity to bring new insight into the equation when helping clients."
2nd Answer Example
"While the P/E ration of a company can be effective at times, I would explain to a client that the ratios use of hard data from the past is not always to most accurate predictor of where things will go in the future for them. As well, if the ratio is using projected earnings like in a forward P/E, there is not a guarantee that the estimates used will be accurate."
2. Tell me about a time when you showed integrity in your work.
How to Answer
Integrity is best displayed through honesty and consistent moral values. The banking industry relies on employees who are trustworthy and reliable. Give an example that shows how you have demonstrated these qualities in the past.
1st Answer Example
"In my last position, I was responsible for the cash deposit on a daily basis. There was never a discrepancy, in the four years that I worked there. I have proven myself reliable through my consistency, always showing up on time, meeting deadlines, and keeping my word."
2nd Answer Example
"I show integrity in my work in everything that I do. It's important to me that my employer and colleagues see me as trustworthy, with a strong moral compass."
3. In your mind, why is it important that UBA Prestige Bank focuses on customer service?
How to Answer
The customers are the lifeblood of a bank and without them, UBA Prestige Bank wouldn't be able to thrive or possibly even stay open for business. With this question, your interviewer will be most interested in hearing why you believe that customer service is important for this role as a Teller and then hear what skills you will help bring to this role. As you prepare for your interview, be sure to think about your prior customer service experience and think of ways that you can draw upon that experience in this role with UBA Prestige Bank. In the end, make sure that your interviewer walks away from your conversation confident in your ability to provide the best customer service possible.
1st Answer Example
"Having worked in retail for all of my career up to this point, I have customer service engrained in my brain and know I have the skills necessary in this area to be the best I can be for your customers. I have to be knowledgeable about products, pricing and options to be able to answer any and all questions that come my way. I also need to be a great communicator and have excellent listening skills to really get to the individual needs of each customer. In the banking world, I imagine that competition between institutions is fierce and often the main draw between your institution and a competitor is the excellent customer service that you provide. If hired at UBA Prestige Bank, I'd look forward to helping be this differentiating factor for existing and future customers."
2nd Answer Example
"Customers in any industry have become more tech savvy and self aware now more than ever and the service they are provided is often the key determining factor in where they take their business. I'm sure that UBA Prestige Bank puts a lot of time and resources into training staff in customer service skills. Coming into this role, I have a lot of extensive training in customer service. In the past few years, I've attended online and in-person trainings on telephone customer service, upselling skills and the generational gaps in customer service expectations and would love the opportunity to showcase my skills with your customers here at UBA Prestige Bank."
4. Where do you see yourself in five years?
How to Answer
If you are a recent college graduate or starting a new career, you may or may not know where you'd like to be in five years. UBA Prestige Bank wants to see that you think about the future and are actively working towards your goals. Better yet, they want to know how working for them will help you accomplish your goals! Share how this job will help you get one step closer to achieving your goals.
1st Answer Example
"I plan to continue working in the banking industry as a branch manager, working my way up through attending training and participating in your leadership development program. I am excited to start out in ABC position because I am confident that it will help me achieve my goal and broaden my skill set."
2nd Answer Example
"Being in a leadership role is important to me, so I plan to be working in a management based position at UBA Prestige Bank in the future. I will achieve this through continued education and leadership training while also proving my value to you through my everyday work ethic."
5. What are one or two of the aspects that you think you would love about our Teller job at UBA Prestige Bank?
How to Answer
While your interviewer is asking this question to verify that you understand the role and life with UBA Prestige Bank, this is your opportunity to sell your skills and abilities to your interviewer as well. As you prepare for this question, think of your best skills that you find the most enjoyable to yourself and match them with the aspect of this job. As you answer, speak with passion about the aspects you will find the most enjoyable and explain why those aspects will be vital to your success in this role.
1st Answer Example
"The biggest thing that I am most excited for in this role at UBA Prestige Bank is the opportunity to now interact with customers on a face to face basis. As a people person by nature, I've felt so held back working for the last four years with customers over the phone. My positive attitude and friendly approach would be a huge asset to your customers and I would make it a priority to always be that smiling face that people encounter when they come to handle their personal business at UBA Prestige Bank."
2nd Answer Example
"After talking with my cousin that has been a Bank Teller for her entire career, I know that I would love the variety and problem solving aspects of this job. I would look forward to the fact that no two workdays are the same and that I'd be working with individual customers with every transaction. As a person that thrives thinking on their feet, working with unique customers would give me the opportunity to help them troubleshoot issues and find solutions for them."
6. Describe a difficult problem and how you approached it.
How to Answer
Interviewers at UBA Prestige Bank like to see employees coming up with creative solutions. Problem-solving skills are highly regarded within the banking industry. Use an example that explains the complexity of the situation. You can also use the job description as a guide for some of the challenges you could encounter in this new role. Try to keep it relevant and relatable to the position.
1st Answer Example
"I took a client call that had a history of poor customer experiences with the organization. One after another, the customer was left frustrated on our banking processes and voiced their concerns in a manner that was unpleasant. I took the initiative to listen and understand their frustrations, then partnered with the different departments in the company to resolve the concerns and save the customer relationship."
2nd Answer Example
"While attending university, I was assigned a group project with a group of less than motivated individuals. My grades and performance were significant to me, so I approached the group with a leadership and mentorship mentality. I uncovered what motivated everyone on the team and took the initiative where others would not."
7. What ideas could you bring to UBA Prestige Bank to help grow revenue in this branch?
How to Answer
If hired as the next Branch Manager at UBA Prestige 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.
1st Answer Example
"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 UBA Prestige 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 UBA Prestige Bank typically see the frontline workers the most and Tellers are most likely to steer your customers towards revenue generating products."
2nd Answer Example
"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."
8. Our clients here at UBA Prestige 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?
How to Answer
UBA Prestige Bank looks to set themselves apart from their competition by delivering the best service possible in the industry. You, as a customer service professional, are likely used to doing this so in your example, be sure to think about a time where your going above and beyond the call of duty really impacted the overall customer experience. No matter what example you use, be sure to explain why you felt it was important to take that action and what outcomes you are aware that it produced.
1st Answer Example
"A couple of years ago when I was working customer service in retail, a customer was looking for what happened to be a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued and have her be on her way. What I did was take down the customers contact information and let her know that I could contact our person that handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and have it coordinated to ship directly. We put the customer in direct contact with the supplier and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the situation that the customer was in and knowing she was a loyal customer of ours."
2nd Answer Example
"My current role in hospitality often has me working with very high profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding and upcoming stay for the musician. I proactively asked for their dining and entertainment preferences and with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for the his extended stay. Prior to him leaving, his manager reached out to thank me for the great service!"
9. How do you respond to problems that require a quick solution?
How to Answer
You may experience a variety of issues related to customers or technical issues while working in the banking industry. Give an example that demonstrates your confidence and your strength as a decision maker and a problem-solver.
1st Answer Example
"I can think quickly and can do mental math, problem-solve, and mention other products and services to offer the customers. In the case of an urgent matter, I trust my instincts and can quickly evaluate situations to recognize the next steps and act accordingly. I feel secure in my ability to think and act quickly while I'm working in ABC position for UBA Prestige Bank."
2nd Answer Example
"When faced with a situation where a quick solution is required, I will rely on my training, my memory, and my instincts. I am confident in my ability to find a solution to last minute, or unexpected, problems."
10. What do you know about our services here at UBA Prestige Bank and why do you feel we'd be a great place to work?
How to Answer
With this question, your interviewer is looking to see that you have done your prep work and research on the company for this interview while also looking to hear why you feel they are set apart from their competition in the banking industry. Most banks have very similar operating structures and company cultures, so be sure that you try to differentiate UBA Prestige Bank from their competitors in your answer. If possible, try to relate your answer to the organization's mission statement and or core values that would be found on their website.
1st Answer Example
"As a well known and reputable bank, I have heard from many friends and family members that your checking, savings and loan services are top notch. As I researched a great place to begin a career as a Taller, I was really attracted to your core values of making a difference and taking ownership. As a person that has the desire to be emotionally invested into my work, these are two things that I hold near and dear to my heart as well. If given the chance to join the team here at UBA Prestige Bank, I would give it my all to e accountable to your customers in making a small difference in their day."
2nd Answer Example
"What I really love about UBA Prestige Bank and what draw me this role here is your commitment to community service and being an advocate for the lower income class of our society. Many people with lower income and poor credit are often not given the same financial opportunities as others and I really feel great about the things that you do to be better for them. As well, I am firmly rooted in community service and would be all in with these efforts if given the opportunity to join the team here at UBA Prestige Bank."
11. The next Branch Manager that we hire here at UBA Prestige Bank needs to be adaptable and flexible as our market demands change over time. What have you done in recent years to promote your own personal and professional development to promote adaptabilit
How to Answer
To remain successful in a continually changing environment, UBA Prestige Bank will expect you to be a flexible and adaptable leader in this role to help ensure the success of the branch into the future. To help drill down to your ability to do this, your interviewer is looking to get insight on how you have handled your own professional development to remain adaptable to your job. Prior to your interview, be sure to consider all of the training and development that you've done over time and talk about a thing or two that really exemplifies your will and desire to get better at your work and, in turn, the success of your organization.
1st Answer Example
"Last year, I participated in a training seminar in my current industry that focused on providing excellent customer service in the digital age and the training really helped focus my mindset moving forward as a manager. I pulled several great marketing and customer service tactics that would be great in many industries, but I also feel that they'd be excellent in the banking industry."
2nd Answer Example
"Over the past five years, I've had some great training on employment law, ethics and presentation skills that will all be relevant to this role. But for me personally, the greatest thing that I've done with my family is volunteering at the local food pantry. While it has taught my children many valuable lessons, I have taken a great sense of humility from this time into my work life."
12. Tell me about your favorite manager. What did you enjoy most about working with them?
How to Answer
UBA Prestige Bank wants to hear what excites you and keeps you motivated in a co-working relationship with your boss. They are interested in your values and want to hear about your experience developing relationships with managers.
1st Answer Example
"I love my current boss because she leads with a collaborative and team-oriented style. We have regular team huddles to provide ongoing communication about process changes or upcoming events."
2nd Answer Example
"My favorite manager was my very first manager when I worked at Company X. She was attentive and spent a lot of time mentoring me. I feel that many of my positive work-based skills and qualities are because of how she interacted with and trained me."
13. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?
How to Answer
While this may seem like a question with a very obvious answer, your interviewer is looking to hear that you value honesty and integrity in any environment that you work in and that you'll do all you can do to promote that within the team at UBA Prestige Bank. As you answer, talk about ways in which you've shown honesty and integrity in your work while making it clear that you'll do the right thing if confronted with these situations while working at UBA Prestige Bank.
Answer Example
"In any situation where I saw a colleague being unethical and breaking company policy, I would confront them right away in a professional manner. Using my best judgement, I would escalate it to a manager if necessary and would absolutely do that in the case of theft. Last year, a coworker of mine was excluding necessary steps of our nightly cash counting procedures. While she may have likely still been doing things accurately in the end and just trying to save time, I talked to her about the importance of taking all necessary steps in regard to accuracy. She thanked me for my input and always used our steps from that point forward."
14. Suppose you were on the job here at UBA Prestige Bank and a customer came in to complain about a fee charged for an overdrawn account. How would you handle the situation with that customer?
How to Answer
As a Teller with :company, an important job expectation will be for you to handle customers that come to you with issues. While their issues can stem from a majority of reasons, your interviewer wants to know that you have the wherewithal to handle these situations with patience and a sense of calmness. As well, they'll be looking to hear that you have the ability to pull from the resources available to you to help resolve the situation. As you answer the hypothetical question, don't hesitate to draw upon past experiences where you've handled customer issues directly and use your experience in those to help project how you would handle similar situations with UBA Prestige Bank.
1st Answer Example
"If in this situation on the job here at UBA Prestige Bank, I feel it would be most important to hear the customer out and let them explain their situation. Then, I would talk about the bank's policies on overdrawing accounts and explain that there is no wiggle room within those policies. Most importantly, I would make it my responsibility to connect the customer with any available resources to help them prevent similar situations in the future. This helps the customer know that UBA Prestige Bank cares about their financial well-being and is willing to help them moving forward."
2nd Answer Example
"In my current job, I often have to work with customers face to face when they enter our store with issues and I would take the same approach here that I do with them. First, I listen intently to their complaints and actively listen by explaining to them what I heard. Then I have to use my best judgement at hand to consider how to move forward to resolve their complaint. If the issue was a bad product, I follow our return policies and assist the customer as best as I can. If their issue involves our service, I direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard from the start to learn the ins and outs of all aspects of UBA Prestige Bank so I could be resourceful in working with customer complaints."
15. If you were having an interaction with a client here at UBA Prestige Bank and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?
How to Answer
As the forward facing client services representative with UBA Prestige Bank, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that.
1st Answer Example
"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance and service staff have to give the final stamp of approval on in answering customers questions. In these situations, I have a great amount of knowledge where I can prepare the customer for speaking with the right person while also ensuring them that the sales, finance or service staff will provide the final answer. Then, I work quickly to get them to the right person."
2nd Answer Example
"In a situation where I didn't know an answer, I would ensure the client that we have the right staff in place that would be able to help them quickly and efficiently. I would communicate to the customer what the next step would be and if that would be me putting them directly in contact with someone or me taking their contact information and having someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."
16. In your own personal life, what banking products do you use and what benefits do you see in using them?
How to Answer
With this question, your interviewer is seeking to first see what types of banking products you are familiar with by having you talk knowledgeably about the products that you use. Then, under the surface, your interviewer will be looking to see how you can help sell similar services to the customers at UBA Prestige Bank if you were hired for this role. As you answer the question, try to take a salesperson type of approach by highlighting the features and benefits of the services that you utilize with your current bank. Explain how they help you become more effective and efficient with your finances to really help your interviewer see that you have the sales type of approach if hired for this position.
1st Answer Example
"First and foremost, I was very glad to jump onboard the online banking format from its inception. The online format allows me to transfer funds between accounts and even deposit checks remotely without having to take a trip to town to the physical bank. On top of online banking, I definitely use online loan application services as well. I have found them to be super easy and timesaving for me as I imagine they are for your customers."
2nd Answer Example
"I've really found it helpful to have all of my personal finance items with one institution. That includes loans, credit cards and checking accounts. And recently, I've learned to take great advantage of both MMA and CD accounts with my institution. I just really love the ease and convenience of this aspect and would be a great advocate of this for your customers here at UBA Prestige Bank if hired for this role."
17. What tools of the trade do you find most useful in your work as a Trader?
How to Answer
As part of your interview for the Trader position with UBA Prestige Bank, your interviewer will be looking to get a sense that you are very resourceful in your approach to studying the market and other assets so their clients can benefit the most from your approach to trading. As you answer this question, try to be as diverse as possible as you talk about your approach to gaining insightful information that will best suit your clients. Make sure that your interviewer walks away knowing that you know and enjoy the Wall Street Journal just as much as you enjoy different websites and software available to you in your work.
Answer Example
"I pride myself in saying that my career is my passion and this started at a young age back in a high school economics class. Since that year, I've subscribed to an read publications like the Wall Street Journal, Money Magazine and Barron's. All of these publications still help me to this day to stay on top of my game in the trading business. I also don't hesitate to utilize some of the more reputable online and software programs. Elite Trader and Daily Stocks are great sites that I check daily for new industry news. As well, I'm very proficient in my use of Matlab to analyze market data for use in buying and selling stocks."
18. 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?
How to Answer
As the potential next Branch Manager at this branch of UBA Prestige Bank, your interviewer wants to hear that you have the innate ability to delegate responsibilities among the team that you'll be managing. For this question, they'll be looking to hear that you you can do this effectively by knowing the strengths and weaknesses of your team members and also that you know the responsibilities of each role that you'll be managing. As you talk about your ability to delegate, make sure to talk about the importance of delegating for both your own efficiency in your work and in the work of your team. As well, don't hesitate to talk about your ability to train others when needed to ensure that the necessary work gets completed.
1st Answer Example
"As a manager, I have a really great history in delegating the right work to the right people in the right amount. Any time that I delegate work, it is important that I put the work in the hands of the right person and I do this by knowing the colleagues that I manager 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."
2nd Answer Example
"My first step in a decision making process to delegate work is to evaluate the task at hand for consideration. I ask myself if it is a duty that I as a manager should be handling first. If not, I then use my best judgement to determine what role or person would be best handling 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."
19. How do you define success?
How to Answer
Think about your definition of success. Be sure to tie your answer into the success that you plan to bring to this particular position, should you be offered the role with UBA Prestige Bank.
1st Answer Example
"I define success through my ability to reach the goals that are set out for me. On a personal level, the things I wish to achieve in my life. On a work level, the targets that are set out for me as well as the professional development that I seek."
2nd Answer Example
"For me, success is achieved when I can be proud of what I have accomplished in the day, and can also be proud of the attitude that I kept while meeting those accomplishments."
20. What interests you about this position?
How to Answer
The interviewer at UBA Prestige Bank wants to learn more about how your educational or professional background led you to apply for this position. Share what you are most looking forward to about the role and how it relates to your previous experience or future goals.
1st Answer Example
"I enjoy problem-solving and helping people. I worked as a customer service representative in a call center for Wells Fargo when I was in college, and the experience motivated me to learn more about how to help my clients by understanding more about investing, saving, and using banking services to meet their needs. I think working as a personal banker will give me a great foundation to start my career within the banking industry."
2nd Answer Example
"It is both the job description and the idea of working for UBA Prestige Bank that has piqued my interest. This role offers the growth and advancement that I have desired for some time now. I especially like that in this position, I would be responsible for A, B, and C. I am ready for those responsibilities in my next position."
21. Do you have any experience or knowledge in detecting counterfeit cash or checks?
How to Answer
Over the years, the banking and retail industries have had to invest a lot into the detection of fraudulent checks and counterfeit money as fraudsters have become more and more savvy in the making their counterfeit currency look more real. If you don't have direct experience working with the different detection techniques, be sure to do as much research as possible prior to your interview to speak knowledgeably about the different ways money is being counterfeited and the steps banks are taking to counteract it. If you do have knowledge and experience, be sure to talk about they things you've used to help prevent the passing of counterfeit money up to this point in your career.
1st Answer Example
"During my time working as a cashier in high school, I have used the counterfeit pen for bills that were $20, $50 and $100. As well, I have received briefing on new currency when it is released, like the new bills with the holographs in them. If hired for this role, I'd look forward to being trained and learning more about the advancements in counterfeiting and how this role would help negate that."
2nd Answer Example
"While I don't have hands on experience handling cash or check transactions in my prior work, I am familiar with the ways that the treasury department is marking bills now to prevent counterfeiting. I would know how to look for specific watermarks on each bill, the raised printing and the color-shifting ink on the numerals in the lower right corner. If hired on the team here at UBA Prestige Bank, I would want to learn more about fraudulent checks and what measures I would need to put in place in this role to help ensure that none passed through my hands."
22. At UBA Prestige Bank, we value diversity in our customer base and on our team. How do you work effectively with people from different backgrounds ?
How to Answer
In any interview that you experience, a diversity related question is likely to come your way. This is no different at UBA Prestige Bank because in the banking industry, customers will come from all walks of life and you will be required to work with them effectively. To give your interviewer the greatest sense in your answer, talk both about how you value diversity in your personal and professional life and give an example of a time you worked with a diverse team of people and thrived. In the end, your interviewer will be looking to hear that you will join the team at UBA Prestige Bank with an open mind and open heart.
1st Answer Example
"I am a firm believer that a diverse team and work environment benefits the greater good of the organization by bringing many different perspectives to decision making processes. My first job out of school was with a company that lacked diversity and it really struggled because of lack of new ideas and a lack of value for others. Since that job, I have worked at companies and on teams that were very diverse and I really enjoyed being able to learn and grow from others from different backgrounds than me."
2nd Answer Example
"In my current position, I work with customers from all different nationalities and walks of life. As a very young adult taking this job from a small, non-diverse town, it was intimidating at first to me. But from day one on that job, I've really grown to appreciate and see that connecting with individuals that are different from me is beneficial to society as a whole. If hired in this role, I understand that I would be working with a very diverse customer base and I'd be able to do so in a very empathetic and understanding manner."
23. If working here at UBA Prestige Bank in this role and you found a more efficient way of handling a job duty or process, what steps would you take in order to ensure that your idea was heard?
How to Answer
Business process improvements are sought on a consistent basis in any industry and the banking industry is now exception. And because many of these process changes are initiated by frontline employees like Tellers, your interviewer is looking to hear that you will always have an open eye toward seeing improvements. As you answer this question, while there is no right or wrong answer, use a methodical approach in answering how you would approach this situation hypothetically. If you have a time that you did just this, be sure to explain that to your interviewer as well and walk through your thought process in that situation.
1st Answer Example
"In any role that I've taken on during my career, I take all of the extra time and effort that I can to learn every aspect of the job. This lets me really dissect every piece of a process and enables me to look for better ways of doing things. If I were to find a better way of handling a duty or process here at UBA Prestige Bank, I would likely first run my idea by a colleague or two to ensure that my thought process was sound. Then, I wouldn't hesitate to bring my idea up to my supervisor where I would explain my thought process and what the benefits would be."
2nd Answer Example
"In my current role, I did just this a few months ago when I noticed that our triaging of incoming phone calls with customers wasn't as efficient as it could be. On my own, I started documenting incoming calls and tracking the number of times a caller had to be transferred to get to the correct person. Based on a couple of week's worth of data, I was able to draft a new routing system based on customer needs and take this to my manager. Even though it didn't take much extra effort, the work definitely paid off in regard to internal efficiency and customer satisfaction when we implemented a new system after some tweaking to my draft. With UBA Prestige Bank, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."
24. The clients of a financial firm like UBA Prestige Bank can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?
How to Answer
Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.
1st Answer Example
"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with UBA Prestige Bank, these same skills would be vital for me to find solutions or the right person to talk to if needed."
2nd Answer Example
"First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had a very angry customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down and later that day, my manager had a formal complaint sent to the manufacturer and we were assured that they'd be in contact with the customer."
25. What is your experience in managing an overall performance appraisal process for your staff?
How to Answer
While your interviewer can see that you have employee management in your experience from your resume, this question is allowing you to really get into detail about what experiences you have in working through a performance appraisal process with your staff in the past. While being open and honest in your experiences, try to highlight your ability to use fair judgement in writing performance appraisals and highlight any technologies that you've used to help manage the performance of your team. As well, don't hesitate to discuss any of the difficult conversations you've had in the past with your staff as UBA Prestige Bank will look to you to be an effective part of this process as their next Branch Manager.
1st Answer 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'm a firm believer that writing an appraisal takes preparation throughout the year by documenting performance. When it comes time to writing the appraisal, we use an online performance management system that makes organizing details within the appraisal really 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."
2nd Answer Example
"As you can see from my resume, I have over 10 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."
26. What are your thoughts on working in a position here at UBA Prestige Bank that had a lot of routine tasks each day?
How to Answer
A position as a Teller with UBA Prestige Bank will entail many job functions that can get repetitive from day to day and your interviewer is looking to hear that you are able to perform these tasks with focus and ease each day that you are required to. As you prepare for and answer this question, be sure to talk about past positions where you've thrived with routine tasks. As well, keep your answers focused on the positive by explaining why these routine tasks are important and how you always pay attention to detail no matter how mundane a task may be.
1st Answer Example
"I would have to say that I handle routine work very well. In my current role, a majority of my day is handling routine labeling and shipping tasks. By staying in the moment and remaining focused in my work, I ensure that I take all necessary steps each and every time to ensure that my customer's needs are satisfied each and every time. In this role, the customers at UBA Prestige Bank rely on accuracy and timeliness and I would be able to bring that in any duty that I was tasked with."
2nd Answer Example
"For me, an end goal, customer focused approach is important in any work that I do and it is extremely important for very routine tasks. While my current position has a lot of routine tasks that I handle every day and week, understanding why these tasks are important helps me to stay on track and on time with them. If hired to join the team at UBA Prestige Bank, I would make sure that the focus of my orientation would be for me to understand how each job duty positively influences customers that I interact with."
27. How do you work in environments with people who are different from you?
How to Answer
The banking industry thrives on team players with communication and listening skills who can help build internal and customer relations with individuals of diverse backgrounds. Give an example of how you led a team, or collaborated with a group for a school project, to show UBA Prestige Bank that you are perceptive and sensitive to the needs of others.
1st Answer Example
"I have worked with people from all backgrounds and personalities. Whenever I join a new team, I make a point to get to know each person and find ways we can connect. I'm outgoing and friendly with everyone I meet while respecting their different styles and any open ideas they may bring to the team."
2nd Answer Example
"Diversity is all around us, whether it be at work or home. I treat everyone equally and give everyone the respect and positive attitude that I would expect to receive from them."