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

"In my first year of college, I experienced the stress and pressures of being a full-time student. I didn't have proper time management skills then, so it was very stressful trying to manage all my classes and assignments and prep for exams. I learned that self-care was essential, and I also developed time management techniques that helped me successfully plan out my weeks and months and set goals and milestones to achieve them. My first year was a great learning experience and I learned how to adapt and overcome in stressful situations."

The interviewer is being transparent about the environment at Wells Fargo and wants to know that you can be successful in this type of fast-paced setting. They want to hear that you will be able to handle the pressure and that you have experience dealing with stress in the workplace. Describe some techniques that you use to manage stress at work and give examples if possible.

"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."

"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."

"We have been so short-staffed over the past year or so on the teller line at our branch that I have grown accustomed to handling large volumes of customers and transactions, sometimes running the drive-through or lobby solo. With long lines and people becoming impatient, it tests your ability to work quickly and effectively under pressure, all while maintaining accuracy and attention to detail."

How would you respond if a customer asked you a question that you didn’t know the answer to?

"As a newer employee, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a customer's question. I would be honest with the customer and let them know I would research the answer and help them as quickly as possible. I would never make up an answer and would try to self-help with my available resources, and if I could not locate the answer timely, I would reach out to a colleague or manager to assist."

Wells Fargo offers a wide range of complex products and services, so you will likely run into a situation where you're unsure how to answer a customer. Demonstrate to the interviewer that you can acknowledge when you don't know something instead of making it up on the fly and commit to finding that answer and following up with the customer timely. Give an example of how you self-help and track down information or how you've found the appropriate person to ask. Telling a customer, "I don't know," or "that's not my department," is never appropriate, and the interviewer wants to learn more about your customer service skills and problem-solving approach.

"The customer experience is always my top priority, so if they asked a question to which I didn't know the answer, I would reassure them that I would find the answer for them and help them resolve the issue. If I knew it would take me some time to track down the answer, I would ask them if they had time to hold while I looked, and if they didn't, I would take their information down and get back to them timely. Follow-up is also important to me, and if I committed to finding an answer and getting back to them, I would ensure that I did."

"I often come across complex accounts and situations, so it's likely a question may surface that I don't know the immediate answer to. I would first ask my colleagues and team members to see if they knew, and if not, I would call another Wells Fargo location, check online or call the corporate office to see if I could help them find the answer. I'm always trying to assist the customer myself instead of sending them on a wild goose chase with 800 numbers to find the answer."

How do you handle situations that could cause you to be tardy or absent?

"I have never been late to class, so I know I would be just as reliable in the workplace. If I ran into a situation like a flat time that would cause me to be late, I would immediately call my manager and let them know."

Wells Fargo is looking for reliable employees with good attendance habits. The interviewer is trying to discover more about the value you place on timeliness in the workplace. Give an example that will demonstrate your commitment to your shifts and how you would communicate with your manager in the event you were going to be late to work.

"I always arrive to work at least 15 minutes before I am expected to be there, to give me extra time in case something happens. I also make sure I have the numbers of my co-workers and boss so that I can call to let them know if I'm stuck or might be running late."

"I am an extremely reliable employee and have not been late to work in the three years I've been at my current company. I understand the negative impact that being late or absent can have on the team and to customers. If I were going to be late for some reason, I would notify my manager immediately. I would also make up the time during my lunch or at the end of my shift to be sure my work got done for the day."

How will you be a brand ambassador for Wells Fargo?

"I will become a subject matter expert in the services and product offerings of Wells Fargo so that I can promote them and answer any questions others may have. When I believe in a product or organization, I'm passionate about sharing it with others and showing them how it can benefit them."

All employees of Wells Fargo are brand ambassadors in some way. The interviewer wants to understand how you will represent the company within your community and network and potentially bring in new business. Be creative and take this opportunity to share outside-of-the-box ideas.

"I will be a brand ambassador by providing exceptional customer service to everyone who enters the bank. I know that Wells Fargo takes pride in doing what's right for customers so I will be sure to commit to that mission every day through positive interactions and genuine kindness and care when working with the public."

"I would promote and support a culture of genuinely caring for employees and providing them a safe workplace. When employees are satisfied, motivated, and feel valued, their enthusiasm and passion for the company will trickle over into the customer service they provide. I will also tell others in my community about the great things Wells Fargo does and the services and products we offer that could benefit them and their families."

Tell me about your last performance review.

"I have never had a formal performance review; however, I received straight As and made the high honor roll in school. My teachers often provided feedback that I was a pleasure to have in class because I participated in discussions, turned in my work on time, and made a few errors in the work I submitted. I had nearly perfect attendance as well."

Wells Fargo is focused on hiring top talent, and this question provides the interviewer with some insight into your most recent performance feedback. Think about your last formal appraisal; if your company did not conduct them, think about conversations you may have had informally with your manager or supervisor. Discuss what strengths your manager recognized and what significant milestones or accomplishments were highlighted. Wells Fargo values customer service, innovation, commitment to excellence, and a passion for growth. Think about how you can tie your areas of strength and achievement to the role you're applying for and the company's core values.

"My previous employer conducted 360 feedback, so I was rated by my supervisor, my peers, and my customers. In my last appraisal, I received a rating that exceeded expectations, so I'm really proud of that. I was recognized for my communication skills, willingness to be a team player and mentor others, my ability to increase sales, and consistency in exceeding other KPIs like less than 2% errors in transactions."

"In my last annual performance review, I was recognized by my regional manager as a top performer. My branch was ranked #2 in the tri-state area based on growth, revenue, and customer satisfaction. In my first year there, I was able to increase our revenue by 10% and we had 100% retention rates for hourly employees."

Tell me about a time when you showed integrity in your work.

"In college, there was a student who often cheated on exams. This was unfair to those students studying and working hard to earn good grades, and it was against my school's policy, so I did report it to my professor. If I caught a co-worker stealing, I would follow the same process and report it to my manager immediately. I assume Wells Fargo has an internal policy addressing this matter, so I would be sure to familiarize myself with it so I would know what to do in this type of situation."

Wells Fargo places a high value on integrity. This question allows the interviewer to discover more about your character. It's not uncommon for ethical dilemmas in the workplace to come up from time to time, so speak openly about any relevant experiences you've had. Think carefully about your answer, as it will leave a strong impression. Show examples of how you've "done the right thing," and demonstrate how you bring honesty and fairness to the team and how you have been a good role model to others.

"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."

"Years ago, I had several tellers put together a report for me, and I sent it to my regional manager without first reviewing it. There were several errors, and my manager was pretty upset. Instead of throwing my team under the bus, I took full ownership of the mistakes since I had taken a shortcut and not reviewed it for accuracy before I submitted the report. I apologized and assured her it would not happen again."

"I am consistent in showing integrity in my work, and I take everything about my job role very seriously. I am trustworthy, and I work hard every day, and my coworkers rely on me to help with their tasks as well. I am honest, and I show dedication and responsibility in my role."

How do you define success?

"Success to me is achieving goals that I've set out to achieve. They can be simple and short-term goals like submitting a mid-term project on time and giving it my very best effort or a longer-term goal, like earning a 4.0 GPA at the end of the school year."

Consider what makes Wells Fargo successful in the banking industry, what sets them apart, and how you can contribute to its short- and long-term successes. The interviewer is able to learn a lot from your response including how you define success, what types of goals you set and how you measure success. Speak about how you define success both personally and professionally and give examples that relate to the position you're applying for (sales, employee retention, marketing, etc.).

"I define success by my ability to achieve my short-term and long-term goals both personally and professionally. I set milestones for myself and break my goals down into manageable pieces. I also measure success by what I've learned and how achieving my goals has helped me grow and set future goals to really stretch myself."

"As a leader, success is a combination of achievements by my team and me as an individual. I set goals that motivate my employees and are attainable and that also achieve the objectives for our branch. I celebrate the wins, big and small because when one person has a win, it benefits the team. I also set personal goals for myself each quarter and those are typically around employee retention and engagement, customer satisfaction, new business prospects, etc. I always feel successful when these types of goals are achieved."

"I define success as a goal set, achieved, and then exceeded. I don't aim to just complete something; I use goals as a baseline and then go above and beyond."

Tell me about your favorite manager. What did you enjoy most about working with them?

"When I volunteered at the animal shelter, I had a really great manager. He was always patient and treated all the volunteers with respect. He clearly communicated his expectations each week and was approachable when we had questions. I also appreciated the collaboration that he fostered among the volunteer team and paid staff."

The interviewer is trying to better understand your preferred style of management and in some cases, the person interviewing you could be your potential manager, so this will help them understand if you would align well with them. Consider past employers and the best leader you had. Think about what traits or habits they demonstrated that made them someone you enjoyed working with. In your response, explain some of the qualities you're looking for in a leader but also demonstrate that you're flexible and work under different types of management styles.

"My favorite manager was one who was always willing to teach and mentor us. She was never annoyed by questions, but always willing to take time out of her day to show you how to do something or walk you through a process. I appreciated the genuine interest she took in the growth and development of her team members."

"I once had a regional manager who was such an encourager! She always celebrated the team's wins, big and small, and recognized the team for accomplishments at the group and individual levels. She took a genuine interest in us, and our teams and employee retention and engagement were a high priority for her. I learned a lot from her leadership and hope that I demonstrate some of those same characteristics."

"My current branch manager has been the best manager to work with. She is patient, understanding, appreciative of her team members, and holds herself accountable to her job role and the promises she makes the team. She is punctual, reliable, and a true leader of our vision at Wells Fargo."

How do you respond to problems that require a quick solution?

"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 this position for Wells Fargo."

When it comes to complex problem-solving, decisions do not always come easily. It takes practice, experience, and confidence to learn what decisions yield the best results. Problems that require you to act quickly can include knowing where the fire extinguisher is and grabbing it fast enough to put out a small grease fire in the company kitchen or being asked to take on a new responsibility with only five minutes to decide if you are prepared to take it on. Going with your gut is a skill, and the more you learn to trust your intuition, the easier it becomes to make these decisions. Demonstrate that you are confident and able to react swiftly when the need arises.

"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."

"When an urgent problem arises at work, I always try to respond calmly. I am a natural leader, and my team often looks to me for answers. Last week, an administrative employee no-showed on a busy day. I called a temp agency, and they filled the filled in just one hour."

"Given that I have handled many complicated transactions throughout my time with Wells Fargo, I have been able to develop skills to think quickly under pressure, and provide options and solutions to customers who have unique situations with their transactions and accounts, and assess the situation with a clear focus."

Describe a difficult problem and how you approached it.

"While attending university, I was assigned a group project with a group of less-than-motivated individuals. My grades and performance were crucial 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. Communication skills were critical in this situation, and I was able to effectively reach out to each team member to discuss the objectives, goals and responsibilities so that we could achieve the common goal."

Interviewers at Wells Fargo 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.

"I took a customer call with a history of poor customer experiences with the organization. One after another, the customer was left frustrated by our banking processes and voiced their concerns in an unpleasant manner. 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."

"I once took a leadership position with a company that had a lot of turnover in the role, so the team was naturally frustrated by yet another new leader. My first responsibility was to assess my new team. As a new leader, I kept in perspective that it can be an overwhelming and challenging time for employees. In my first week, I had a team meeting to introduce myself and meet everyone; then, I set up initial one-on-ones and reoccurring meetings as well. In the first few meetings, I sought to understand their past work experience, what they felt was going well, what they felt were obstacles or barriers, their career goals, projects they had worked on, etc. I spent the next few weeks assessing their personality, collaboration, and technical skills before I read their past performance reviews; that way, I didn't have any biased or preconceived ideas before I got to know them. I also sought feedback from the team in these one-on-one meetings. For example, I might ask, "who on the team do you go to when you need help" so I could further identify who the team viewed as mentors or leaders. This approach helped the employees feel more comfortable and allowed me to build relationships quickly."

"A customer who came in with concerns that there were withdrawals on her account she did not recognize. She had escalated the issue with our manager to the resolution team, who were unsuccessful in finding where the funds went. I researched the account and found they were applied as payments and resolved the issue. She went from angry and untrusting to appreciative and positive."

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

"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."

At Wells Fargo, you will work alongside other employees and likely be customer-facing, so it's essential to have experience working with a diverse group of people to be successful. Describe the customer demographics you have experience working with and who you connect with most easily. Take this opportunity to discuss your experience working in this environment and refrain from speaking negatively about customers and coworkers.

"I have a lot of experience working with a variety of age groups. I find that my approach varies whether they are a younger adult or an older adult, but I get along fine with all people. I'm an extrovert, so I have no trouble breaking the ice in a conversation, and I work to build relationships with coworkers and customers."

"I'm a very easy-going person and get along with almost everyone. I respect others and treat them with kindness. I often try to put myself in the other person's shoes to better understand their perspective. I've found that this helps bridge the gap sometimes in communication and understanding. I understand that people are diverse in their experiences, backgrounds, education, and personalities, and I accept people for who they are. I work to leverage their strengths, so they are successful, as well as the team and organization."

"I am easily adaptable to and accepting of all people I come across. I genuinely try to treat every person I meet as equally and create a positive environment wherever I am. I see differences as strengths to build off of each other."

What is the greatest challenge you have faced in your career so far? How did you overcome it?

"Since I'm a recent graduate looking for my first position in banking, I'm currently facing the challenge of companies looking to hire candidates with more work experience. I'm overcoming it by persevering and continuing my search to find a role with a reputable company such as Wells Fargo. I have a lot to offer if you're willing to invest the time in training me. I have a strong work ethic, I'm reliable and always on time and have a positive attitude!"

Consider sharing a professional challenge or a situation you overcame in school. Wells Fargo wants to hear about the situation and the action you took. Interviewers also want to hear about results. Give an example that demonstrates your perseverance and proactive approach to facing a challenge or conflict.

"The greatest challenge I have faced in my career was the culture of nepotism in my previous position. It is very challenging to overcome morality based difficulties in the workplace while maintaining a positive attitude and keeping motivated. I overcame these feelings by getting to know my co-workers on a more personal level. Making strong connections with others, who were facing the same difficulties as I was, was very helpful."

"When I was working for my last company, we had a drastic shift in leadership that required the organization to adapt quickly to new ways of doing things. This required me to tap into my ability to lead change management for my work and my team. To make this process smoother, I scheduled frequent updates with my team, peers, and leadership to ensure all deliverables were being met on time and the transition to new processes was being handled with the utmost professionalism not to impact the level of service our clients received. It was a great learning experience for me and the entire organization."

"I find that my greatest challenge so far has been staying motivated for the next step. Being that I don't want to relocate, it's hard to deal with the stagnancy of my career staying in one branch. I have countered that by excelling in the positions, I have held thus far, and truly learning everything I can about my role."

How do you check your work for accuracy?

"In college, I had many data analytics projects in Excel. The data is critical to the work we did, so I made sure that I took my time when entering and reviewing information. I did not multitask when I was working on such projects, and I exited platforms that could be distracting when I needed to (IE Teams, Zoom, Google Chats, etc.) really focus. I took breaks as needed if I started to make mistakes, and when I had a finished product, I spot-checked my data and formulas and would often have a team member review it for accuracy as well."

Many roles at Wells Fargo require the employee to be detail-oriented and small mistakes could have a negative impact on the team, business, and customer. The interviewer is trying to discover more about how you focus on your work, if you can avoid distractions, and how you deliver accurate and quality results. Explain the techniques or steps you take to eliminate minor mistakes and ensure your customer transactions and paperwork are accurate.

"I take pride in any work with my name attached to it and therefore, always review my work before I submit it. Whether I am typing an email or handling cash, I always check my work twice and sometimes even ask a co-worker to review it first. Being detail oriented and thorough are two of my greatest skill sets."

"As a branch manager, I'm responsible for many different reports that are sent to senior leaders. I also process loan applications, create employee schedules and send out important staff memos. No matter which responsibility I am working on, accuracy is critical. I often work on my most important projects first in the mornings, when I'm most focused and can limit distractions in the office. If I'm pulling financial reports, I always double check my work and use a calculator or formula in Excel to ensure the data is correct, versus relying on mental math or handwritten calculations."

"I am thorough and detail-oriented in my work. I take my time to review my work, and when I do find flaws, I am sure to take action to resolve the issues and understand how the inaccuracy occurred. I take ownership of my mistakes, and I learn from them, taking every lesson into consideration for the future."

How would you respond to a customer complaint?

"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 correctly...' and repeat their words back to them. I have also been trained on how to collaborate with customers and create healthy compromises. This method has always worked for me."

With over 70 million customers globally, it's inevitable that a Wells Fargo customer will be unhappy at some point. The interviewer wants to understand how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and your ability to resolve conflicts. One of Wells Fargo's core values relates to "what's right for customers" so consider this when responding.

"I once had a customer call 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 a fix 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 Wells Fargo."

"As a branch manager, customer complaints that the team can't resolve often get escalated to me. Typically, the customer is very upset and frustrated at this point. I always come with a positive attitude and tone, and I never let their emotions change my behavior. I listen to their concerns and assure them that I will do whatever it takes to help find a resolution. I make sure I thank them for being a customer and work closely with the customer to identify the root cause of their complaint and ensure that the problem doesn't occur again."

"I empathize with my customers while they explain their situation and take the best course of action for the customer. I am sure to ask clarifying questions to understand the issue at hand fully. I always make sure to escalate complaints when appropriate, and I resolve whatever I can as I'm interacting with the customer, showing my genuine concern and appreciation for them."

"I would ensure that they know they are being heard. I would apologize to them for any inconvenience and reassure them that we value and respect their time."

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

"When I volunteered for Habitat for Humanity, I was very interested in fundraising. We had a regional goal of raising $25,000 in the last quarter and I personally set a goal for myself to raise $10,000. I created a strategy with milestones and had an accountability partner to check in with regularly. I dedicated five hours a week to marketing and pushing on social media and in the community and ended up exceeding my goal by 5%!"

Wells Fargo is a very data-driven organization and one that thrives on setting and achieving goals at the individual, local and regional levels. The interviewer wants to learn more about how you set goals and how you achieve them. Walk them through your process for developing a goal (short or long-term) and why that goal was important to you. Describe the steps or actions you took to hit milestones and achieve your goal and what the outcome was. Give a specific example when responding.

"Early in my career, I strived to get to know the banking and thrift 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 Wells Fargo and am excited for the opportunity to do so."

"A couple of years ago, I set the goal to complete my bachelor's degree in finance and business management while working full-time. I saved up money so that I could pay for the tuition without taking out student loans. I achieved this in just four years by spending a lot of time in online studies and night classes while working my way up to become a branch manager. I am very proud of my discipline and dedication to achieve this goal."

"I had set a goal for myself to continue my education. In October of 2018, I decided to pursue my Bachelor's degree. I knew working full time and enrolling in school would be a challenge, but it was something I had set my mind to. I have been enrolled for a year now, maintaining my high GPA throughout that time, and I have been invited to multiple honor societies and leadership organizations."

"When we first entered the pandemic, all students in leadership positions had to still run student events, or else we would become irrelevant. The club I am on e-board with, the Rutgers Association of Marketing and strategy. I had a plan to have a networking panel with marketing professors at Rutgers. The question was, how will we get a lot of students to come out to our event? I realized that there are typical peak times of student engagement, right after breaks and finals. So, I came up with the idea that we should have our marketing panel online right after the end of the spring semester and the beginning of the summer semester. People were looking for clubs to be a part of and to grow their network. In the end, we created one of our biggest events we had to date, with over 70 people attending our virtual panel."

"Right after graduating high school, I took no break and decided to pursue my education. I moved away from home to an entirely new city and enrolled in school full-time while also working full-time. I had 18 hours of jam-packed courses every semester, never had summers off because I was enrolled in courses full-time. However, in the end, I graduated with honors and a year early, at that."

What are your top three strengths? How will you use them to make an impact at Wells Fargo?

"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."

Read the job description thoroughly to understand what soft skills and core areas of strength are required to be successful in the role. Also, familiarize yourself with the Wells Fargo website and learn more about their values and mission. Think about your strengths and how those will prove valuable to the hiring manager and relate them to the role you're applying for. Give concise examples in your answer.

"My core strengths are building relationships and leveraging my network, multi-tasking in a fast-paced environment, and reliability. I believe I could increase business at Wells Fargo by providing excellent customer service and being efficient with my time each day. I never miss work, so my coworkers and customers can count on me to be there every day."

"I know a lot of people in the community and one of my strengths is being a brand ambassador. I would leverage my network to grow business at the branch and would represent Wells Fargo at community events. Additionally, my strengths are conflict resolution and people management. I excel at resolving customer conflicts as well as employee conflicts and I really enjoy leading teams. I will bring my passion and experience to Wells Fargo to improve the business."

"I am very detail-oriented, reliable, and I have a thirst for knowledge. I am very independent when it comes to being able to perform my tasks and completing them in a timely manner, but I love working with a team and sharing what I learn with others."

"I am adaptable, transparent, and empathetic. When given a task, I am unfamiliar with; I will quickly become acclimated to the field it pertains to and learns on the job as much as I can to complete the task. When evaluating the risk of purchasing a security, I will be honest with my teammates about my findings and will make sure I have done everything I can to make a sound decision. Finally, my empathetic skills will help me understand and assist the needs of the multiple downstream groups I would be working with."

"1. I have a very healthy but competitive mindset, which allows me to do my best work at all times and has given me the title of top seller in every sales job I've had. Having this strength will allow me to meet quotas for Wells Fargo and provide the best work possible. 2. Customer service comes naturally to me- I enjoy speaking with people and being there to help them with their needs. My excellent customer service experience at Wells Fargo will allow me to earn the trust of my clients, which in turn will allow them to trust our bank. 3. I am a very quick learner. I pick things up by simply watching and observing. At Wells Fargo, this will allow for less micromanaging (although I don't mind it). You can rest assured that I will do my job with almost no mistakes."

At Wells Fargo, customer service is essential. Give me an example of a time when you provided excellent customer service.

"I was volunteering at my local library once, when a woman came in, upset about her account. I could tell she needed to vent, and I wasn't quite sure what the actual problem was, so I listened first. Then I asked questions to figure out what was going on. She was so appreciative of me because I was able to think on my feet and troubleshoot to solve the problem quickly. She even apologized for raising her voice and thanked me for my patience."

The success of Wells Fargo depends on customer and account management and satisfaction. This question gives you an opportunity to speak to your work ethic and commitment to the team and to customers and provides insight into whether you are someone who does the bare minimum or if you are willing to put forth some extra effort when called upon. Think about a time you exceeded expectations. Provide a specific example and discuss why, in that situation, you chose to do more and how. Wells Fargo wants to hear that you treat customers with respect and are careful to resolve issues. Explain some of the elements of customer service that you possess, like empathy and patience.

"In my current position as a bank teller, customers are encouraged to provide feedback via a survey app, after each in-branch visit. For the past three months, I have received the highest ranking for overall customer satisfaction. Delivering excellent customer service is a must for me, and I look forward to bringing this level of service to the customers at Wells Fargo."

"I once had an elderly man come into the bank, and he wanted to sit down and go over his accounts and ensure everything was in order since his wife had recently passed. I was in the middle of end-of-month reporting, but I knew this needed to be a priority, so I rearranged some things and invited him into my office. We reviewed the accounts he had open, and I helped him update some paperwork. That took about a half hour to complete, but he just needed someone to talk to about his late wife. He told me stories about their lives and spent another hour just talking about their past and their children and grandchildren. Even though I had a million things to do that day, I listened intently and treated him with respect and kindness in a time of grief. Our customers are more than just a transaction and I encourage all of my team members to remember this."

"When working at _____ as a cashier, a customer did not understand why some of our entrees had a premium. He was getting angry and was holding up the line. So, I explained to him that for the entrees that have meats that are hard to source out, we have to place a premium on them to make a profit. At the end of the explanation, I offered different entrees with similar taste profiles to the premium entree he had picked out. In the end, I was able to calm down a customer and still make the sale."

"Covid has made customer interaction very difficult recently, but I still strive to provide the best customer service possible. Not too long ago, I had a woman call the store asking for a diamond upgrade. However, she did not want to come into the store due to the fact that she was a stay-at-home mom and had just given birth to a baby. She didn't want to expose her baby to any illnesses, much less Covid. Respecting her wishes, I took it upon myself to give her my own personal phone number. For weeks, I sent her pictures and videos of every diamond in the store with long explanations of what the diamond had. I would text her and call her every day, answering all her questions and even worked off the clock for her. She eventually decided on a beautiful diamond and took it upon herself to leave a very nice and heartfelt review online, and even asked to speak to my district manager about her wonderful experience with me. At Wells Fargo, I believe I can offer the same, if not, better customer service to my clients."

How would you deal with an irate customer?

"If I were faced with an irate customer, I would spend my time listening to their concerns. Usually, people want to be heard. I would express my genuine desire to help them resolve the situation and I would use my resources to assist. If it were an issue I could not manage, I would call for a supervisor to help provide support. I would be sure to apologize for any mistakes we made or errors that were caused on our end as well."

At Wells Fargo, customer service is a top priority, and they need employees who can keep calm in stressful situations. This is where your relaxed demeanor and ability to empathize will come in handy. Wells Fargo wants to hear about a situation where you used your customer service skills to handle an angry customer. Describe how you used communication skills, de-escalation, patience, empathy, compassion, and negotiation.

"I had a customer complain about waiting in line for so long on a busy Monday morning. She was so upset because now she was late for work, and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring that I would move as quickly as possible to complete her transaction. Listening, empathizing, and moving with a sense of urgency helped her to calm down and ease the tension."

"Often, if my team can't resolve an issue for an angry customer, they involve me in the situation. If the customer is causing a scene or yelling, I ask them to step into my office so I can assist them outside of the view of the public so as not to distract others or cause more problems. I try to de-escalate the situation by actively listening and letting them express their concerns; then, I assure them I will help find a solution. If possible, I will offer something to compensate for the error or issue, like a complimentary service or product or reduced fees where possible."

"I always make the customer feel respected and valued, no matter what the issue may be. Empathizing with the customer and letting them know you genuinely hear their concerns and are doing everything in your power to provide them with a solution helps to ease their mind and trust that you have their best interest at heart."

"Sometimes a customer might be having a bad day, and that is okay. I always make sure to have a smile on my face and quickly apologize for an inconvenience I might have imposed on them. I also ensure them that their time is valued and appreciated."

How do you ensure your customers understand the documents or contracts they are signing?

"I would first ensure that I know all the ins and outs of the contracts and documents required for all products and services we offer to become a subject matter expert. When working with customers, I would walk them through each page and provide them ample time to read the language and ask questions. I would not rush or push them in the process and would do my best to put the language in simpler terms the common person could understand."

Wells Fargo offers over several products and services ranging from personal and commercial accounts to home and auto loans, so it will first be essential to demonstrate your desire and ability to understand and be knowledgeable about what you would be offering the customers. Next, demonstrate that you possess the necessary communication skills to help your customers understand the language of the paperwork and answer any questions they may have.

"I highlight important information that customers need to know so that it stands out to them and they can easily find it when reviewing documents. I also have several one-sheeters with FAQs handy as well as step-by-step guides (for example if they are setting up mobile banking) to help customers better understand things."

"Since a majority of my role is to generate new business through accounts and loans, it's important that I first familiarize myself with the products and services I offer so that I can communicate the details to customers and help them understand why it benefits them. Since I process the applications, it's important that I know the language in the documents that customers need to sign, so that I can review it with them. I do this one-on-one, typically face-to-face, however, if they need a copy to sit in the lobby and review first, I always offer that option. I highlight important areas for them to read and I'm always available to answer any questions or address concerns they may have before signing any documents."

Give me an example of how you keep track of details while engaging in conversation.

"I actively listen during the conversation, never texting or multitasking while talking to someone. I make sure I ask follow-up questions if I need additional information or if I need to clarify anything. Typically, I have a notebook and pen near me, so I make notes as needed, especially if it's relating to a financial transaction, as I want to be sure I follow up and have accurate information."

Multi-tasking is a great skill to have within the banking industry. Share a situation that demonstrates your ability to handle the daily tasks of a busy banking environment.

"To keep track of transaction details, while engaging in conversation, I will ask the customer questions or repeat what they say to me. This helps me to commit their needs to memory while still appearing engaged and in the moment. If needed, I make notes on my desk to refer to later as well."

"A customer came into the branch with multiple requests. To ensure that I addressed each of their needs, I wrote down a few notes for myself to gather the information. This was also helpful because when I needed to answer the phone in the middle of the transaction, I didn't forget any of the important details and I was able to resolve both requests promptly. All the while, I kept the customer engaged and made sure their banking experience was enjoyable."

"I often try to repeat the request or question to the person I am engaging in conversation with, and I am sure to be actively listening to what the other person has to say. Asking confirming questions during the conversation helps me to retain information and fully understand what the request entails."

"I always make sure to remember the small but important things a customer tells me. Most of the time, a customer will volunteer all the information I need before I have to ask for it. For example, in my current position, we have a client profile for each customer and it has a lot of personal questions such as birth date, anniversary date, spouse's name, ring type, ring size, etc. It can be quite uncomfortable to have to be asked all these questions at once. Instead, I try to engage in conversation with my customer, and they will give me all the information I need in a more relaxed environment. After the conversation, I will input the information."

Tell me about a time when you demonstrated you were trustworthy.

"In college, I housesat part-time. I started with one client for whom I worked for a couple of years. I was left alone in their home with access to many valuable items, but I never considered taking anything. They had such faith and trust in me that they recommended me to their friends, and I built my client base because of my reputation for being trustworthy."

Technical skills and experience are essential to discuss during an interview. Still, your ability to demonstrate that you are a trustworthy employee is equally important, especially when being considered for a position in banking. Trust is vital to maintain healthy employee-employer relationships as well as customer relationships. Give an example of a time you demonstrated that you are ethical, honest, and trustworthy.

"Every successful day in the banking industry is an opportunity to show that I am trustworthy. In my five years within banking, I have never been involved in a discrepancy."

"In my last role, I was responsible for reconciling the banking at the end of the day. Last month, there was an overage, and I demonstrated my true character by reporting this to the management. Together, we partnered to research where this happened and collaborated to coach the team member who caused the error. We adjusted the accounts accordingly."

"I am responsible for handling large amounts of cash at a time and maintaining a balanced cash drawer. If I experience a shortage or overage in my drawer, I report it to my manager. I have never been in question by another team member or customer, and I hold myself at high standards for trustworthiness."

What do you want to accomplish at Wells Fargo?

"I want to build a foundation of skills and abilities that will allow me to grow in my role. I'm very goal-oriented and data-driven, so I hope to work with my manager to set quarterly goals for myself and receive regular feedback on my performance and where I can improve and develop."

Set some goals so that you can share how this position at Wells Fargo will help you to achieve them and how you will add value to Wells Fargo along the way. Consider ways you want to grow personally and professionally and tie them into the position that you are applying for. Also, consider KPIs like achieving an excellent customer satisfaction rating, or making less than 1% errors, etc.

"As a teller, I want to contribute to your positive reputation in the community and deliver exceptional customer service to everyone that comes through our doors. I hope to prove to you that I'm a reliable and high-performing employee."

"As a new leader, my goal in the first 30 days would be to spend time with each team member one on one to get to know them personally and to better understand their role. I would want to hear what they feel is going well and what could be improved. I am an invested leader, so I would want to come in and build trust by getting to know the team, then work together to set and accomplish goals that better each person, as well as drive the success of the local branch."

"I aspire to build strong, dependable relationships with not only my customers but my team members as well. I want to be able to make a difference in the lives of people I come across while working through exceptional customer service, leadership, and team member engagement."

"I hope to have a career at Wells Fargo. I hope to gain the experience and knowledge I need to become promotable over the coming years."

How do you stay organized?

"Throughout the week, I have classes and other responsibilities with my internship and piano lessons. I stay organized by keeping a planner with all of my appointments and meetings, and I also put my school assignments in it, then color code what is a priority. I put alerts and reminders in my phone to help me stay organized as well."

Working in a fast-paced environment often means juggling multiple projects and tasks and also means priorities are often shifting. Think about how you decide what needs to be done urgently and what can wait. Give specific examples of techniques and tools you use to manage your time effectively. When answering this question, show the interviewer that you have a system in place that helps you to think through what needs to happen, and when. The better you can organize and prioritize, the more productive you will be, making you an asset to Wells Fargo!

"My job is fast-paced, and it's not uncommon to have multiple customers in line at the window. I keep my workspace clean, and I always have a pen and paper beside my computer so I can make notes or reminders for myself to complete before my shift ends. I also keep frequently used forms and documents near my desk, so they are handy when I have a customer needing them. As soon as I feel overwhelmed or fall behind, I request help or support from a manager."

"I rely heavily on my Outlook calendar. I put all my meetings, appointments, etc. in it and have daily reminders set up. I also create short-term goals with milestones throughout the quarter so that I stay on track for tasks that I need to accomplish."

"I pride myself on my ability to stay focused and task-oriented. I make notes and lists of things I need to remember to accomplish, and my attention to detail plays a key role in my ability to stay organized."

"I carry a planner with me everywhere I go. It helps me manage my time and provides me with all the tasks I need to complete during the day."

Why do you think you would be successful in this role?

"I have thoroughly read the job description and feel that I meet all of the requirements and would excel in several areas. I'm knowledgeable of bank and finance terms, I have experience working with the public, I have excellent communication skills and I have a passion for learning and growth."

Think about how the interviewer may be defining success in this role (achieving goals, customer satisfaction, excellent communication skills, ability to learn quickly, etc.) Read the job description carefully and focus on some of the knowledge, skills, and abilities needed for the position that you possess. Speak to your soft skills and technical qualifications that you feel will help you succeed at Wells Fargo.Wells Fargo makes clear its company core values on its website and social media. Be familiar with their pillars (customer service, ethics, diversity and inclusion, and leadership), and communicate your strengths in these areas. A mix of your personality and insight into your technical qualifications are ideal.

"I think I will be successful in this role with Wells Fargo because I have solid experience working for a competitor. I'm able to multi-task, work in a fast-paced environment, adhere to policies and procedures and provide excellent customer service."

"I believe in putting the customer first and would ensure my team provided top-notch customer service support. I'm extremely knowledgeable in all areas that a branch manager is responsible for and have managed a large team of employees at a local bank. I'm able to lead and coach a team to achieve common goals and I love to train and mentor others."

What interests you about this position?

"I enjoy problem-solving and helping people. I worked as a customer service representative in a call center for PNC Bank 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 this opportunity will give me a great foundation to start my career within the banking industry."

The interviewer at Wells Fargo wants to learn more about how your educational or professional background led you to apply for this position. Share why you applied for Wells Fargo specifically; perhaps it was something you read on the company website, your own personal experience banking with them, or positive employee reviews that you read. Express what you look forward to about the role and how it relates to your previous experience or future goals.

"I enjoy being a bank teller and when I saw this position posted so close to my home, I thought it would be a perfect fit. I enjoy working with the public and interacting with customers to help them create new accounts, resolve issues and answer any questions they have about products or services that my bank offers."

"I've read many positive reviews for Wells Fargo, both from customers and employees. I've been selective with the companies I apply to and find that I really align with many of your core values. As a branch manager, I'm passionate about serving customers and leading people. I look forward to discussing more of my skillsets with you and learning more about the position."

"I am interested in furthering my career with Wells Fargo, and I love the idea of being able to do so in my home branch, where I am already familiar with so many of our customers. Being able to continue to cultivate the relationships I have worked hard to build with my customers would be so rewarding to me."

Out of all of our products at Wells Fargo, which one would you be most likely to use?

"I would be interested in opening a savings account through Wells Fargo. I want to buy a house in the next two years, and I would greatly benefit from talking to one of your financial advisors about it. It's nice to know that I can do my banking, investing, and get a loan in the same place that offers the support I will need to make those big decisions!"

Learn as much as you can about what makes Wells Fargo stands out above other financial institutions. Their reputation is their customer service. They offer a comprehensive spectrum of financial products, so if you are interested in investments, find out more about what they offer. Knowledge is power! It will impress your interviewer and give you an advantage in the interview process!

"Of all your products, I would be most likely to open a mortgage with Wells Fargo because your rates are incredible, and you make the home-buying process easy to understand."

"I am very interested in services relating to investing and wealth management. I know Wells Fargo offers a wide range of products in this area and has excellent customer reviews."

"I have both checking and savings accounts with Wells Fargo currently, but to keep track of them, I utilize online and mobile banking daily. I swear by our online banking for all of my customers to keep an eye on their balances, transactions, and spending habits."

"I would be interested in possibly taking out a loan to remodel my future house. I plan to buy a home this year, and I already know I'm going to want to make a few changes. I'm excited to speak with a financial advisor and see what my best options would be."

In your opinion, what are the benefits of banking with Wells Fargo?

"I always have a great experience whenever I visit one of your branches. As a customer of Wells Fargo, I am impressed by the consistency and capability 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 Wells Fargo values is evident."

Familiarize yourself with the variety of products and services that Wells Fargo provides. For example, commercial banking, investing, wealth management, personal and checking accounts, and personal, home and auto loans. Do some research to better understand how Wells Fargo ranks among other banks regarding customer satisfaction, awards they have won, the volume of customers they serve, etc. If you personally bank with Wells Fargo, describe why you chose them versus competitors and what benefits you've seen from making that decision.

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

"I know that Wells Fargo is the fourth largest bank in the US, so that tells me you are well established in the market and are a bank that customers trust. Another benefit is that you have banks globally and have over 8,000 branches, so knowing I can travel and still access physical locations if I need to is a benefit."

"The benefit of having a nationally owned bank is amazing if you're constantly traveling or even in the military. Wells Fargo is also very innovative and up to date and progressive."

"Wells Fargo is innovative and ever-changing, always staying up to date with the latest technology. We pride ourselves in keeping our customers secure and offering endless options to access their accounts with ease. I also travel frequently and having peace of mind knowing there's usually a branch close to my destination is priceless."

Tell us how you keep your knowledge current with ongoing changes in the banking industry.

"I am interested in learning about helping my customers with their investments. I like to read financial blogs to stay on the cutting edge of the latest trends. I also enjoy reading the latest books with a financial scope and listening to financial advice. I also follow Wells Fargo on Twitter and keep abreast of relative headlines."

Due to the competition within the banking industry, Wells Fargo strives to stay relevant by adapting its products and services to meet customer needs. Consider topics of interest like mobile banking, online-only banks, digitization, biometric authentications, real-time payment systems, AI, etc. Discuss techniques you use to stay current on trends (IE: reading news articles, press releases, blogs, etc.).

"I am an avid reader, and my top go-to books for banking related knowledge are A, B, and C. I also listen to a few investment-related podcasts on a weekly basis. I understand the importance of staying on top of the latest trends and news in the banking industry."

"I attend senior leader workshops and seminars regularly to learn more about what is shaping the industry and what trends we see on the horizon. I have many network connections that I also stay in touch with to better understand what others in the market are seeing and doing."

"Being that I have a thirst for knowledge and I find myself wandering the Develop You website frequently, I love being able to take new training that can help me hone in on skills I need to fine-tune, and what I currently excel at. I am always staying up to date on our alerts and communications, both regional and across the company as a whole."

"I am not huge on reading long blocks of text, so instead, I read relevant articles to financial institutions on WSJ so that I know of news that would greatly affect the market. I also listen to the podcast, Freakanomics, to hear the POV of conservative and liberal economists about the state of the economy and world."

"I sometimes read the economist blogs when I'm sipping on my coffee in the mornings. I make sure to follow a lot of economic blogs on social media."

Where do you see yourself in five years?

"Since I'm just getting into my banking career, there are several possibilities I have in mind for the future. I would like to go to school to obtain my bachelor's in a banking-related field. I would also like to explore more loan officer-type positions, as I feel like that is something I would be interested in down the road. Right now, I want to focus on learning and growing my foundational skills, then explore more areas of interest in a few years."

The interviewer wants to understand your ambitions and desired trajectory better. Respond with the ways that you would like to see your career flourish. If you aren't interested in eventually pursuing a management role, speak to how you want to grow and expand other skill sets or continue your education. If you have researched a specific career path or are interested in a particular leadership role, express that area of interest in your response.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. Wells Fargo wants to see that you think about the future and that you are actively working toward 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 closer to achieving your goals.

"I would eventually like to move into a branch manager role. I want to develop my skillset over the next few years to be well-rounded with technology, processes, and people leadership so that I can move up in the company. I also plan to back to school in the evenings to obtain my bachelor's degree in business management."

"I really enjoy being a branch manager but would like to explore a regional bank manager role in the future. I love building the business and enjoy traveling, so I think a larger territory to manage would be ideal once I have a little more local experience under my belt."

"I hope to continue to develop my career with Wells Fargo, and I do aspire to become a service manager or branch manager. I am continuing to pursue my Bachelor's degree, which I had planned to use initially to become a teacher, but if the opportunity should arise for growth at our branch, that is where I'd like to remain."

Are you actively interviewing with other companies?

"As I have just recently graduated, I'm just beginning my search. I am being intentional about the companies I apply with and want to find a company I can begin my career and grow over the next several years."

Be honest about your status and if you're passively or actively job searching. Be open about whether you are interviewing with other companies and if so, what stage of the interview process you are in and if you have any pending offers. This gives the interviewer a better idea of how seriously you're pursuing other opportunities, how soon you're looking to make a move, and how quickly they need to make a decision. If you are interviewing elsewhere but Wells Fargo is your preferred employer, don't be afraid to share that information.

"I'm currently looking to make a move in the next 4-6 weeks and have been actively interviewing. I've done a lot of research and was really impressed by all the awards that Wells Fargo has won. Your company is my preferred employer of choice and I'm very interested in this opportunity."

"I have been actively searching but have only applied to a handful of companies. I'm very intentional in my current search as I look for a larger bank to join that also aligns with my values. Wells Fargo is my preferred employer of choice and I'm very interested in this opportunity."

What do you know about Wells Fargo?

"I was impressed by the variety of services you offer your customers and the mission statement at Wells Fargo. I found the mobile app extremely user-friendly, and I like the new features that help customers save money."

The interviewer wants to see if you've taken the time to research Wells Fargo to learn more about what they do and what they stand for. Take the time to speak to what you've read about the leadership team, their mission, what they value, the products and services they offer, and the customer base they serve. If you've had a positive personal experience with Wells Fargo, share that too!

"I've read several employee reviews on Comparably and Glassdoor and was impressed by your four-star rating. I've also read a lot about the company's core values and align with all, especially "doing what's right for customers." I'm passionate about providing excellent customer service and positive experiences, so I think this is the perfect role for me!"

"I know that Wells Fargo is currently the fourth largest bank in the US and serves 70 million customers globally. There are over 8,000 branches and I personally have been inside two of them. My experiences have always been positive when visiting the local bank and when calling customer services or using the website."

"I know, working for Wells Fargo, that the company has amazing team member benefits. Customer experience and service are a top priority, and Wells Fargo takes pride in doing what is right for our customers. I find the company's "change for the better" to be refreshing and extremely transparent, something not many large banking organizations can offer."

"Wells Fargo is a nationally known bank, and has rightly reserved its place as one of the best banks in the nation. It has progressed over the years to ensure easy banking for all, and encourages diversity in all aspects."

How often do you call out of work?

"Since this is my first job, I do not have prior work history to share with you. I have held responsibilities in a volunteer capacity in the past and also attended school full-time, and I took those commitments seriously. I rarely missed class, and if I did, it was once or twice a year because I was not feeling well. In my volunteer role, I understood that anytime I would miss an event or project, it created a heavy burden for others, so I did not call out from my responsibilities."

Wells Fargo relies on employees to be at work so that customers can be served. The interviewer wants to know that you are a reliable person, and they will not have to find coverage for your shifts constantly. Discuss your commitment to the company and speak to times you've had to call out of work in the past. If you don't have work experience, think about times you've missed class, internships, or other volunteer responsibilities. No matter the situation, demonstrate that these situations are rare, and you handle them professionally.

"Last year, I only called out of work twice, but only when I was very ill and had a doctor's excuse. If I am not feeling well, I notify my manager with as much advanced notice as possible so that my shift can be covered. I like to work and need to earn a living, so rest assured that I will be at work on time and when expected."

"Good attendance is critical for all staff at the bank, and leadership is no exception. I rarely miss work, and the times I have called out were when I was feeling sick or had a fever. I pride myself on having good attendance and setting the example for my staff."

Tell me about yourself.

"I recently graduated from X college with X degree and am looking to join a prominent organization within the banking and finance industry. I recently completed an accounting internship where I learned a lot and gained some valuable experience. I'm passionate about helping others and feel like this role is the perfect fit."

The interviewer would like to get to know more about you. Give an overview of how you got into the banking industry, your education and experience, your current role, and what brings you to the interview with Wells Fargo. Engage the interviewer by telling your story with enthusiasm! Consider sharing a skill you developed that will be useful for this position. Avoid giving too many personal details (marital status, how many children you have, your religion, etc.), and try to keep your answer brief (no more than a couple of minutes).

"I was born and raised here and actually live within a ten-minute commute from this branch. I grew up knowing Wells Fargo as my parents have always banked with you and have heard many good things about you all. I'm a people person, I'm very outgoing and love meeting new people, so I would enjoy working with customers every day. I don't have formal education related to banking, but I do have on-the-job experience. On a personal level, I enjoy playing the guitar in my free time and I'm an avid sports fan!"

"I started my career in banking fifteen years ago as a teller at a local bank. I quickly found that I loved working with the public and working with money, so I decided to go back to school and completed my bachelor's degree in finance. Over the years I progressed into a leadership role and have been a branch manager for the last five years. Outside of work, I love to hike and travel internationally!"

Why do you want to pursue a career in the banking industry?

"I am passionate about the field of finance and accounting, mixed with an unwavering passion for quality customer service. The banking industry allows me to tap into both areas and have a lot of fun making positive customer experiences along the way."

Before your interview, take some time to think through your career goals. Wells Fargo is looking for motivated individuals who want to grow within the company. Share your career plans. Talk about how this position will help you achieve your goals!

"I love that bank tellers are the face of the company. They are often the first person a customer encounters and I love being able to make a positive impact by greeting them with a smile. I enjoy educating others on the products that the bank offers and I'm passionate about helping others find what financial options are best for them."

"I have always loved math and working with numbers. I discovered early on that I was passionate about banking and finance services and working in retail banking was a perfect match. I love working specifically with mortgages and helping customers obtain loans to provide a home for their family!"

"I like the challenge of having something new on my plate every day. I think Wells Fargo is a great company to work for, and I have enjoyed my time with the company thus far. I have a passion for knowledge, and I feel there are endless opportunities for furthering career paths not only in the banking industry but especially within Wells Fargo."

"The banking industry will provide me with the knowledge and experience I need to hopefully be promotable in the coming years. I know Wells Fargo is amazing at giving career growth opportunities!"

Tell me about your education. How has it prepared you for this opportunity with Wells Fargo?

"Earning a bachelor's degree in Business Finance was a great experience. I especially enjoyed my accounting courses because they challenged me to think more critically and furthered my analytical skills. I know these skills will help me to handle work at Wells Fargo and advise clients on important financial decisions."

Many positions at Wells Fargo require a degree or certification, but for some roles, it may only be "preferred." Read the job description carefully and provide details on relevant high school courses or if you attended college; describe your program and where you obtained your degree or certificate. If you have more informal, on-the-job training, convey that to the interviewer and explain how your education and training make you a fit for the role.

"Most of my education has been on-the-job training with my current company. They value continued education and have a tuition reimbursement program which I am happy to have taken advantage of. I have taken additional courses in accounting, customer service, and marketing this year. All these courses will help me in this role with Wells Fargo because you are customer service focused while also needing employees who understand banking-related concepts and calculations."

"I hold a bachelor's degree in business management, and my cognates were all finance related. My formal education provided knowledge of many aspects of finance, along with people management. This education, combined with my experience as a branch manager, will help me successfully perform required duties like generating new business within the branch, supervising bank staff, processing loan applications, and overseeing compliance of policies and applicable laws."

"Being a liberal arts major, one of the main focuses throughout my education has been the studies of the humanities. Educating myself on diversity, the appreciation of human uniqueness, the ability to see how people develop and are affected by their surroundings, and where they come from are all huge assets in being a better team member and fine-tuning my customer service skills."

"From Rutgers, I have taken a variety of relevant classes, such as financial & managerial accounting and Corporate Finance. From here, I have learned about the different types of derivatives, how to evaluate a company with the three most common procedures, and the types of securities in various capital markets. Presentation-wise, I will provide visuals depicting the information we derive from our analysis activities from my experience using PP and Tableau in my clubs and jobs."

"I have a Bachelor of Arts in International Relations, which is the intensive study of politics and economics. This degree focuses on the relationships of markets, cultures, and government on a global level. My education in market economics provides me with the knowledge and understanding of International Trades, which extends microeconomics to open economies, and International Finance, which covers macroeconomic analysis. I believe my degree and background in Economics will give me the opportunity to advance my career at Wells Fargo to a Financial advisor or Financial Analyst."

In what ways do you as the branch manager solidify new customer relationships?

"I find that customers value and trust knowledgeable business partners. I take time to educate them on products and services and to answer any questions they have. I strive to make them feel like they are my one and only customer, and I encourage them to reach out via text, phone, email, or in person anytime they have a question or want to review anything. I make sure they know I value their business and treat each customer like my own friend or family member."

Wells Fargo likely sets goals and KPIs for relationship bankers relating to customer acquisition and retention, so it will be critical that you understand how to establish and nurture customer relationships. Assure the interviewer that you understand the value of those relationships. Discuss ways you build your relationship with your customers both short and long-term.

"I work hard to earn our customers' trust and repeat business. Once we have established a new account with a customer, I ensure they are satisfied by checking in regularly. I am proactive and try to catch errors before they result in a delay for the customer. I quickly respond to their outreach and am agile in addressing their concerns or providing solutions."

Tell me about your experience maintaining confidentiality.

"I volunteered at our local hospital a few years ago, and they have stringent HIPAA laws that we had to follow. Whenever I was working on the computer, I made sure to lock my screen or log off when I stepped away from my desk. I never left charts, or other identifying information lay out for visitors or other non-clinical staff to see. Also, whenever I had a visitor ask for specific health information about a patient, I always checked the patient's HIPAA form to see who was authorized to be given that information."

As an employee of Wells Fargo, you will likely have access to sensitive and private information. The interviewer wants to know that you take confidentiality and trust seriously and that you will follow privacy policies and laws accordingly. Describe your experience working with and protecting sensitive information and adhering to standard protocols. Assure the interviewer that you are trustworthy and can protect customer information.

"As a teller, I often have access to customers' financial information, including checking or savings account balances. Protecting their financial information and personal data is a top priority. I value my relationship with my customers and would never want to jeopardize their trust by gossiping with colleagues or other customers or carelessly leaving my computer screen up or a document lying on my desk for others to see."

"Because I process loan applications, I often perform credit checks on customers. We live in a small town, where everyone knows everyone, so I take great pride in protecting their credit check results and I never share them with anyone else in the bank that does not need direct access to that information. I also manage several employees and have a good knowledge of what employee data needs protected as well (for example, home address, direct deposit information, performance reviews, performance improvement plans, etc.)."

Tell me about your cash handling experience.

"I have not worked any positions that required me to handle cash before, but I am very detail-oriented and would be diligent in making sure I correctly entered cash into the drawer and also gave the correct amount to customers who were withdrawing money. I would also ensure that any deposit slips were accurate."

Many roles at Wells Fargo require you to handle cash deposits and withdrawals. The interviewer would like to learn more about what experience you have processing customer transactions involving cash. Describe your experience handling cash, whether directly relating to banking, or perhaps another industry or service area like retail businesses, fundraising, fast food, etc.

"As a bank teller, I have handled cash as a part of customer transactions for the past two years. I am experienced with deposits, savings withdrawals, cashing checks, and issuing traveler's checks. I am very thorough and never had any issues with my drawer not balancing."

"As a branch manager, I'm responsible for checking daily deposits for accuracy and making sure the drawers have been checked and are balanced. I train new team members on how to operate the cash systems and software as well as policies relating to cash handling."

"Having been a teller and now a lead teller, I have handled cash for the last 3.5 years. I am comfortable with large deposits, withdrawals, and sorting cash from the ATM deposit pull and our night depository bags."

"I have worked in customer service for most of my life. In my current position, I'm responsible for opening and closing tills, making sure they are balanced for the day and night, and for making bank deposits at the end of the day."

Tell me about your experience in the banking industry.

"I have not worked formally in banking; however, I have worked in retail. In the retail setting, I handled a high volume of sales transactions and handled all of the cash at the register. I was responsible for opening the drawer, then balancing it at the end of my shift. I also was responsible for overseeing the amount in the drawer throughout my shift and depositing cash into the safe as needed. My other transferrable skills include resolving customer account issues and helping customers open new accounts and lines of credit with our store. Through my retail experience, I feel I could easily transition into banking and would excel."

The interviewer is trying to learn more about how long you've worked in banking and if you're familiar with the typical duties, responsibilities, and skills required to be successful at Wells Fargo. Give a high-level overview of your experience and what positions you've held in banking. If you have not worked in banking or finance, describe a relatable experience or formal education that you believe will allow you to be successful.

"When I worked as a bank teller, I learned how to deal with difficult customers and handle a variety of transactions, from ordering foreign money for travel to removing overdraft fees and educating customers on our products. I used my careful attention to detail to keep my drawer balanced and manage my daily tasks without error."

"I have 12 years of experience in the banking industry, first as an administrative assistant, then a bank teller, and now; as a branch manager. I currently oversee a team of 10 employees, and our branch is ranked #2 in the state for customer service and new business. I have learned much along the way and look forward to putting my experience to work for Wells Fargo."

"Although I do not have formal experience in the banking industry, I have experience managing and creating budgets and analyzing financial indicators, such as liquidity and leverage. I have also developed other relevant skills essential to financial services, including working in a team, risk management and resolution, and product testing."

"Although I have not had the privilege of working for a retail bank, I do believe I have the necessary skills and education to become an asset to this company. I have years of money handling experience, customer service, and a degree with a background in economics."

Describe your experience operating a computer, calculator, and other general office equipment.

"I am familiar with Windows and have used Microsoft Suite and Google's G-Suite as well. I've used those tools to create word documents, Excel files and PowerPoint presentations. I can use a standard and scientific calculator. As far as office equipment goes, I'm able to use a printer, scanner and fax machine."

Any position at Wells Fargo will likely require you to operate a computer or other electronic equipment. Describe your experience working with a computer, software and hardware systems, related platforms, calculators, and general office equipment like scanners, fax machines, copiers, cash recyclers, etc. If you are unfamiliar with the bank's technology, assure the interviewer that you are willing to learn and do what it takes to succeed.

"I have used Microsoft Suite and Google's G-Suite as well. I've used those tools to create word documents, Excel files, and PowerPoint presentations. I can operate a standard calculator, scientific calculator, cash drawer, teller cash recyclers, receipt validator and printer, and proof work sorters."

"I'm very tech savvy and can operate a computer easily as well as most software and hardware frequently used in banks. I'm able to use the ATM, security systems, bank vaults, cash recyclers, scanners, cash dispensers and coin sorters. From the employee personnel side, I'm familiar with timekeeping software like Kronos and have used Outlook and Gmail for email."

When working with a new customer, how do you evaluate their needs and recommend solutions?

"When evaluating a client's needs, I would work to understand their overall financial goals and needs as well as their current financial situation, revenue streams, debt-to-income ratio, and risk tolerance. We would discuss their short and long-term goals and based on their answers, I would recommend products or services that could benefit them."

The success of Wells Fargo depends largely on its ability to provide products and services to meet a customer's needs. Discuss your personal strategy to evaluate a new customer's financial needs. Describe your objectives and what questions you might ask to ask to better understand those needs and to provide recommendations on products and services.

"I always spend time understanding their current financial situation first and ask probing questions along the way to get more information for example, who is the decision maker, what are their goals, what constraints do they have, what is a priority for the customer, etc. I take a holistic approach to understand their overall financial health and goals, and recommend products based on their answers."

How do you train new team members?

"I have been an informal mentor and trainer to others before and I use a variety of teaching techniques and tools. For example, I have found that role-playing can be beneficial to help others learn, whether they are participating in the role-playing or they are observing. Hands-on demonstrations, videos, and written instructions can also be effective."

At Wells Fargo, you, as the branch manager, would likely be responsible for training new employees. Communication skills, patience, compassion, interpersonal skills, active listening, and subject matter expertise are all required to be an effective trainer. Consider different learning styles and describe which techniques and tools you use to train others. If you have never been in a formal position to train others, consider the experience you have mentoring a student or teaching something in a volunteer capacity (piano lessons, fundraising, etc.).

"I know people learn differently, so I incorporate a mix of techniques when I train others. Some learn by overserving, some by being hands-on and doing the task, and others learn from reading materials or written instructions. I typically have new employees shadow a senior employee so they can watch them perform transactions. Once they are comfortable, I have them demonstrate their understanding with either the senior employee or me supervising. I have handouts and one sheeters for them to keep with them to reference as they are learning as well. I frequently stop to ask what questions they have, and I also review material with them several times to ensure they understand and are competent."

Have you ever had to terminate an employee?

"I have never had to terminate an employee, but I have been a part of coaching others to improve their performance. I understand as a manager, it would be my responsibility to terminate employees in certain circumstances, and I am comfortable with that responsibility. I would follow the HR process for disciplining an employee and would keep excellent documentation after each coaching, write-up, etc."

As a leader, you will likely have to terminate an employee at some point in your career. The interviewer would like to understand what experience you have with this situation and how you approach an involuntary termination of an employee. Give an example of a time you've had to let an employee go by giving a brief description of what led to the termination, how you approached the employee, and how you delivered the message.

"I have had to terminate employees in the past and while it's not a pleasant experience, it is a part of the job. Most recently, I had a teller that was making careless mistakes and causing a lot of problems for customers. I followed our HR policy for the disciplinary process which included coaching, a verbal warning, write-ups, and finally his termination. I really felt like I did everything possible to support this employee and give them the tools to succeed, but they did not meet expectations and I had to terminate them for the good of the business."

What experience do you have recruiting and hiring new team members?

"I have never formally had experience in the workplace with recruiting and hiring, but I feel that I have transferrable skills that would allow me to be successful with this responsibility. In school, I was responsible for recruiting students to participate in certain campus events, and I would canvass the campus, hand out flyers, and speak with students in between classes. I would also set up booths on campus and at local cafes to recruit as well. As for the hiring piece, I know there are HR processes to follow when it comes to interviewing, making offers, and hiring a new employee, and I would follow whatever policies Wells Fargo has in place."

Wells Fargo must attract, recruit and hire talent throughout the year. The interviewer would like to know more about your experience with this responsibility. Describe ways that you have recruited new team members in the past. Perhaps you posted jobs on Indeed or Facebook or attended job fairs in the community. Maybe you partner with local schools to connect with finance and accounting students. Also, explain what experience you have screening, interviewing and selecting candidates in the hiring process.

"As a branch manager, I'm responsible for posting jobs on job boards like Indeed, and I also review the applications and screen candidates. I attend job fairs in the community and do outreach to local colleges to get our name out there and to network. Once I screen candidates, I set up times for in-person interviews, and then I work with our corporate office to generate offer letters, coordinate drug screens, and run background checks. I'm very experienced in this area and have no problem with this responsibility."

How do you monitor employee performance?

"I will have regular check-ins with my employees to review what is going well and what is not. It is my responsibility to ensure they have the tools and training to be successful and to monitor performance on a regular basis to ensure they are meeting their goals. I will use reports and analytics weekly to see how we're performing as a team, and I will use those to look at individual contributors as well. If an employee is underperforming, I will provide coaching to help them get back on track and review my expectations to ensure they are clear on them."

As a Wells Fargo branch manager, you will be responsible for seeing goals and performance expectations, effectively communicating those to your team, and monitoring and evaluating their performance. Describe techniques and strategies you use to monitor employee performance and give specific examples. Perhaps you have regular touchpoints with employees, utilize computer-generated reports, etc. This answer will provide the interviewer with insight into how you lead and manage employee performance objectives.

"I consistently give feedback to my team members, not just once a year, in their performance evaluations. I have one on ones with each team member weekly, and in those meetings, we review their set goals and the progress they are making toward those goals. We also discuss any obstacles or barriers they are facing, as it's my role as their leader to help them navigate and overcome those challenges. If an employee is missing the mark or underperforming, I address it immediately and review my expectations. If an employee is outperforming expectations, I am sure to praise them and recognize them for their accomplishments."

What do you feel are the roles and responsibilities of a relationship banker?

"As a relationship banker, it would be my role to build and maintain a client base. I would also provide financial support by assessing and evaluating the needs of the client, while also helping them set and achieve their goals through our products and services. Sharing industry insight and knowledge to provide education is important in this role so that I can support them on a long-term basis."

The job duties of a relationship banker may vary slightly based on the company (credit union versus Wells Fargo for example), but the core responsibilities and duties should be pretty standard. Review the Wells Fargo job description ahead of time to help you explain what you see as the most important duties and responsibilities and consider what you will be accountable for in this role.

"As a relationship banker, I am responsible for building and maintaining relationships with my clients and being able to assess and meet their financial needs. It is also my duty to educate my clients on the products and services we offer and provide solutions that meet their personal and/or business needs."

How would you become a subject matter expert on Wells Fargo products and services offered?

"I would study the Wells Fargo website and any internal materials provided to gain an understanding of the product or service and to learn the details. I would also look online and read customer reviews so that I could see from the customer's perspective what the highest-rated products and services are and where we receive complaints. Knowing those common complaints ahead of time, allows me to do more thorough research and to be prepared to rebut objections."

Wells Fargo provides checking and savings accounts for personal and small businesses, as well as credit cards, lines of credit, and financing for commercial real estate. Small business owners can also access payroll services and merchant services, including payment processing. As a relationship banker, it will be important that you familiarize yourself with the services and products available so you can effectively provide solutions to customers.

"I learn best by watching videos, so I would look up videos on the internet or within Wells Fargo's library to review each product and service to have a full understanding of its benefits. I would also speak with employees of the bank who are subject matter experts so that I could learn from them and hear more about what is successful at that specific location."

What KPIs have you implemented for your staff?

"This would be my first management role, so I do not have experience implementing KPIs for others. I understand the value of goals and KPIs for all staff, and I would make this a priority. It's important that the team knows what is expected of them and what good performance looks like. I would create KPIs around customer satisfaction, accuracy in their shift closing, product or service upselling, and attendance."

At Wells Fargo, effective leaders understand the importance of establishing KPIs for their team members. Knowing and measuring KPIs allows you to understand the performance and health of your team and branch so that you can make critical adjustments in your execution to achieve your strategic goals. Describe your experience creating and implementing KPIs within a team and give examples.

"When I took over as branch manager at my current employer, there were no KPIs for the bank tellers. I was really excited about the opportunity to create and implement them in my first 90 days. I included a mix of KPIs, including a customer feedback survey score of 4 or higher (out of 5), an accuracy rate on reports of 95% or higher, and a 100% compliance score on security measures and processes. I asked the team for feedback during this process, and all felt like these were reasonable and attainable."

How will your communication skills contribute to your success as a relationship banker at Wells Fargo?

"I know communication skills are critical to be successful in this role. I'm essentially selling our products and services that benefit customers, and I need to convince them to trust me with their money, so it's important that I can communicate to build trust and relationships. I would speak clearly, concisely, and professionally so that customers could easily understand what I'm saying. I would take a genuine interest in their financial health and goals, actively listen when conversing, and ask probing questions to dive deeper to understand their needs better."

To be successful in any role at Wells Fargo, one must possess excellent interpersonal and communication skills. Think about whether you possess the following transferable skills: the ability to communicate verbally and orally, professional and public speaking abilities, active listening, empathy, persuasive speaking, etc. Describe to the interviewer what you feel your strengths are in this area and how they will benefit you in your role with Wells Fargo.

"As a relationship banker, so much of my role entails communicating with customers. I'm adaptable and depending on my customer preferences, I can connect with them via text, calls, emails, etc. I'm a good listener and practice active listening regularly, which helps me maintain relationships with others. I also use my skills to teach and educate others about our products and services in a simple and easy to understand way!"

If a customer is not approved for a loan for Wells Fargo, how do you handle that situation?

"I would treat the customer with respect and would provide the rejection details in a private setting. This would be a sensitive situation, so I would first review the denial information with the customer to ensure they fully understood the reasoning. If they needed help repairing their credit, I would provide guidance on resources and solutions for them to address whatever issue was preventing them from being approved. I would apologize for not being able to provide this service at the moment, and if applicable, I would refer them to another bank that could possibly assist them."

Top banks, like Wells Fargo, process thousands of loan applications a year, so you will likely encounter a rejection at some point. It's important to demonstrate that you know how to handle this situation. Describe your approach to letting customers know they have not been approved, and include soft skills like empathy, compassion, and gentleness in your answer. Also, incorporate ways that you soften the blow to the customer. For example, do you advise them on how to improve their credit, rectify an issue, help them look into other products or solutions, etc.?

"It's always hard to deliver that kind of news to a customer, especially one that you have a good relationship with. I would be gentle in explaining the reasoning and take time to answer any questions they have or provide advice where possible. If it was something that our branch manager would be able to assist with further, I would invite them in as long as the customer was okay with that. I would also take care to respect their privacy and would not gossip about the customer or share it with anyone else in the bank that did not need to be aware of the situation."

How often do you connect with your clients?

"I would rather over-communicate than my clients ever feel neglected! I usually ask my clients how often they prefer I check in with them; some prefer monthly, others quarterly, and some just once a year. I am flexible and tailor my communication based on my client's preferences. I offer text, calls, emails, mailings, and virtual or in-person meetings. I also have a Calendly account set up, and all my clients have access to that calendar and can schedule time directly as frequently as they'd like. I pride myself on being available to serve my clients however I can."

As a relationship banker with Wells Fargo, your primary responsibility will be building and maintaining customer relationships. Demonstrate that you understand the importance of regular interactions and outreach to your clients and your commitment to those efforts. Give examples of your typical communication strategy (IE emails, phone calls, texts, mailers, etc.).

"Regular communication with clients is critical to maintaining the relationship and being proactive to their needs. I typically invite them into the office once a year to review their financial health and goals and review products that may benefit them. I also go over all their accounts in detail to make sure all their information is accurate, and we make changes as needed at that time. I offer a virtual option through Zoom if they can't come in person. After that, I usually reach out once a quarter via call, email or text just to check in and see how I can best support and serve them. If they prefer a more frequent touch point, I'm happy to accommodate that."

Wells Fargo Interview Questions

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1. The banking industry can be stressful. Tell me about a time when you worked in a high-pressure situation.
2. How would you respond if a customer asked you a question that you didn’t know the answer to?
3. How do you handle situations that could cause you to be tardy or absent?
4. How will you be a brand ambassador for Wells Fargo?
5. Tell me about your last performance review.
6. Tell me about a time when you showed integrity in your work.
7. How do you define success?
8. Tell me about your favorite manager. What did you enjoy most about working with them?
9. How do you respond to problems that require a quick solution?
10. Describe a difficult problem and how you approached it.
11. How do you work in environments with people who are different from you?
12. What is the greatest challenge you have faced in your career so far? How did you overcome it?
13. How do you check your work for accuracy?
14. How would you respond to a customer complaint?
15. Tell me about a goal you achieved. What steps did you take to get there?
16. What are your top three strengths? How will you use them to make an impact at Wells Fargo?
17. At Wells Fargo, customer service is essential. Give me an example of a time when you provided excellent customer service.
18. How would you deal with an irate customer?
19. How do you ensure your customers understand the documents or contracts they are signing?
20. Give me an example of how you keep track of details while engaging in conversation.
21. Tell me about a time when you demonstrated you were trustworthy.
22. What do you want to accomplish at Wells Fargo?
23. How do you stay organized?
24. Why do you think you would be successful in this role?
25. What interests you about this position?
26. Out of all of our products at Wells Fargo, which one would you be most likely to use?
27. In your opinion, what are the benefits of banking with Wells Fargo?
28. Tell us how you keep your knowledge current with ongoing changes in the banking industry.
29. Where do you see yourself in five years?
30. Are you actively interviewing with other companies?
31. What do you know about Wells Fargo?
32. How often do you call out of work?
33. Tell me about yourself.
34. Why do you want to pursue a career in the banking industry?
35. Tell me about your education. How has it prepared you for this opportunity with Wells Fargo?
36. In what ways do you as the branch manager solidify new customer relationships?
37. Tell me about your experience maintaining confidentiality.
38. Tell me about your cash handling experience.
39. Tell me about your experience in the banking industry.
40. Describe your experience operating a computer, calculator, and other general office equipment.
41. When working with a new customer, how do you evaluate their needs and recommend solutions?
42. How do you train new team members?
43. Have you ever had to terminate an employee?
44. What experience do you have recruiting and hiring new team members?
45. How do you monitor employee performance?
46. What do you feel are the roles and responsibilities of a relationship banker?
47. How would you become a subject matter expert on Wells Fargo products and services offered?
48. What KPIs have you implemented for your staff?
49. How will your communication skills contribute to your success as a relationship banker at Wells Fargo?
50. If a customer is not approved for a loan for Wells Fargo, how do you handle that situation?
51. How often do you connect with your clients?
52. What experience do you have working with business accounts?
53. When meeting a new potential client, how do you make a good first impression?
54. How do you maintain or increase customer retention rates?
55. What are the benefits of having working relationships with other banks?
56. Are you familiar with any customer relationship management platforms or software?
57. What have you seen as the biggest contributor to customer attrition?
58. As a branch manager, what are one or two best practices that you follow?
59. You notice one of your top tellers has been making several errors lately. When and how would you address this?
60. What are some conflict resolution techniques you use as a teller?
61. If your end-of-night drawer balance was off, what would you do?
62. What would you do if a customer came to your teller station, and you were having issues communicating due to a language barrier?
63. What do you feel is the most important skill to possess as a bank teller?
64. What are some ways you build relationships with customers?
65. Describe some best practices relating to cash security precautions.
66. Describe the types of teller transactions you have experience with or are familiar with.
67. Describe your process to close out your teller station at the end of the day.
68. What techniques do you use to identify counterfeit currency?
69. Walk me through your process when a customer asks to cash an employment check.
70. Describe the types of bank accounts that you are familiar with.

Wells Fargo Interview Questions

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

2. How would you respond if a customer asked you a question that you didn’t know the answer to?

3. How do you handle situations that could cause you to be tardy or absent?

4. How will you be a brand ambassador for Wells Fargo?

5. Tell me about your last performance review.

6. Tell me about a time when you showed integrity in your work.

7. How do you define success?

8. Tell me about your favorite manager. What did you enjoy most about working with them?

9. How do you respond to problems that require a quick solution?

10. Describe a difficult problem and how you approached it.

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

12. What is the greatest challenge you have faced in your career so far? How did you overcome it?

13. How do you check your work for accuracy?

14. How would you respond to a customer complaint?

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

16. What are your top three strengths? How will you use them to make an impact at Wells Fargo?

17. At Wells Fargo, customer service is essential. Give me an example of a time when you provided excellent customer service.

18. How would you deal with an irate customer?

19. How do you ensure your customers understand the documents or contracts they are signing?

20. Give me an example of how you keep track of details while engaging in conversation.

21. Tell me about a time when you demonstrated you were trustworthy.

22. What do you want to accomplish at Wells Fargo?

23. How do you stay organized?

24. Why do you think you would be successful in this role?

25. What interests you about this position?

26. Out of all of our products at Wells Fargo, which one would you be most likely to use?

27. In your opinion, what are the benefits of banking with Wells Fargo?

28. Tell us how you keep your knowledge current with ongoing changes in the banking industry.

29. Where do you see yourself in five years?

30. Are you actively interviewing with other companies?

31. What do you know about Wells Fargo?

32. How often do you call out of work?

33. Tell me about yourself.

34. Why do you want to pursue a career in the banking industry?

35. Tell me about your education. How has it prepared you for this opportunity with Wells Fargo?

36. In what ways do you as the branch manager solidify new customer relationships?

37. Tell me about your experience maintaining confidentiality.

38. Tell me about your cash handling experience.

39. Tell me about your experience in the banking industry.

40. Describe your experience operating a computer, calculator, and other general office equipment.

41. When working with a new customer, how do you evaluate their needs and recommend solutions?

42. How do you train new team members?

43. Have you ever had to terminate an employee?

44. What experience do you have recruiting and hiring new team members?

45. How do you monitor employee performance?

46. What do you feel are the roles and responsibilities of a relationship banker?

47. How would you become a subject matter expert on Wells Fargo products and services offered?

48. What KPIs have you implemented for your staff?

49. How will your communication skills contribute to your success as a relationship banker at Wells Fargo?

50. If a customer is not approved for a loan for Wells Fargo, how do you handle that situation?

51. How often do you connect with your clients?

52. What experience do you have working with business accounts?

53. When meeting a new potential client, how do you make a good first impression?

54. How do you maintain or increase customer retention rates?

55. What are the benefits of having working relationships with other banks?

56. Are you familiar with any customer relationship management platforms or software?

57. What have you seen as the biggest contributor to customer attrition?

58. As a branch manager, what are one or two best practices that you follow?

59. You notice one of your top tellers has been making several errors lately. When and how would you address this?

60. What are some conflict resolution techniques you use as a teller?

61. If your end-of-night drawer balance was off, what would you do?

62. What would you do if a customer came to your teller station, and you were having issues communicating due to a language barrier?

63. What do you feel is the most important skill to possess as a bank teller?

64. What are some ways you build relationships with customers?

65. Describe some best practices relating to cash security precautions.

66. Describe the types of teller transactions you have experience with or are familiar with.

67. Describe your process to close out your teller station at the end of the day.

68. What techniques do you use to identify counterfeit currency?

69. Walk me through your process when a customer asks to cash an employment check.

70. Describe the types of bank accounts that you are familiar with.