You notice one of your top tellers has been making several errors lately. When and how would you address this?
"It's important that team members are meeting expectations, so as soon as I noticed the teller not doing so, I would address it. I would talk to them privately and show them the reports and use solid data to demonstrate where they were making the errors so they could review it and provide a reason or explanation. I would be compassionate, letting them know that mistakes happen, we just have to create a strategy to correct them. If it was a lack of training or a need for retraining, I would get that scheduled for them and be clear on my expectations going forward. If it were due to the employee being careless or not giving it their best effort, I would be firm in the expectation going forward and lay out the corrective action plan if things did not improve (write-up, etc., whatever the company policy may be). I would also be sure the teller understood the consequences that those types of mistakes have on the rest of the team and the customers to help them realize the importance of doing things correctly."
"Before going to the employee, I would rerun my reports and verify the errors were occurring. If confirmed, I would plan a time to discuss it with my teller one-on-one in a private setting. My approach would be one of kindness and compassion, and I would seek to understand what was going on with the teller to be causing such issues. Perhaps they have a personal issue that is distracting them, or perhaps they need retraining on a process or use of the software. Once I determined the root cause of the issue, I would work with the employee to find a solution to correct the errors and improve their performance. I would be clear in my expectations and next steps if the errors continued. Banks have performance policies in place regarding steps like a verbal warning, write-up, etc., in the disciplinary process, and I would be sure to adhere to that process. After the conversation, I would send a follow-up email recapping what was discussed so that it was formally documented and the expectations laid out clearly."
For Wells Fargo, repetitive errors have a significant impact on the other team members, customers, and ultimately the business. As a leader, it's important to identify and address errors quickly to reduce the impact. Describe your approach to addressing the employee and identifying the root cause of the problem. Your answer should contain insight into the process you would follow as well as your use of soft skills when connecting with your employee.
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