Describe a mistake you made at work and what you did to correct it.

"I once delegated a project to a coworker to create a customized portfolio for an established client interested in some of our other products and services. I told them they could find the customer's information on the top of my call-back tray on my desk. Later, towards the end of my day, a supervisor asked if I would handle a potential customer who called dissatisfied with the previous service they received at another bank. The supervisor trusted me with this task, and I told them to put the customer's info on my call-back tray on my desk. I didn't realize the employee I'd given the previous task didn't go to my desk for our established client's info until the end of the day. So, instead, they called the potential customer who wanted specialized care. Their communication was messy amid the confusion, and we lost the opportunity for this client. I apologized to my supervisor,\ and assured them this type of mix-up wouldn't happen again."

This question aims to reveal your level of emotional maturity and how you emotionally react to your mistakes. The true test of character is whether you take ownership of your mistakes and what you learn from them. According to Wells Fargo, "We are all accountable for our decisions and actions, especially managing the risks inherent in our roles and appropriately escalating issues and violations of which we become aware. If mistakes are made, we acknowledge them and act to correct them."

The assessment vendor will study your performance for signs of discomfort or dishonesty. Verbal cues they'll analyze to identify if you're exaggerating or not being completely honest include 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. Maintain eye contact and confident body language, be comfortable, and speak from the heart.