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West Bromwich Building Society Interview
Questions

27 Questions and Answers by Ryan Brunner
Published November 2nd, 2020 | Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.
Job Interviews     Companies     Money     Banks And Thrifts    

Question 1 of 27

Out of all of our products at West Bromwich Building Society, which one would you be most likely to use? Why?

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Interview Questions

1.

Out of all of our products at West Bromwich Building Society, which one would you be most likely to use? Why?

Learn as much as you can about what makes West Bromwich Building Society stand 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!

Ryan's Answer #1

"I would be interested in opening a savings account through West Bromwich Building Society. 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!"

Ryan's Answer #2

"Of all your products, I would be most likely to open a mortgage with West Bromwich Building Society because your rates are incredible and you make the rules surrounding lending easy to understand."

2.

If working here at West Bromwich Building Society in this role and you found a more efficient way of handling a job duty or process, what steps would you take in order to ensure that your idea was heard?

Business process improvements are sought on a consistent basis in any industry and the banking industry is now exception. And because many of these process changes are initiated by frontline employees like Tellers, your interviewer is looking to hear that you will always have an open eye toward seeing improvements. As you answer this question, while there is no right or wrong answer, use a methodical approach in answering how you would approach this situation hypothetically. If you have a time that you did just this, be sure to explain that to your interviewer as well and walk through your thought process in that situation.

Ryan's Answer #1

"In any role that I've taken on during my career, I take all of the extra time and effort that I can to learn every aspect of the job. This lets me really dissect every piece of a process and enables me to look for better ways of doing things. If I were to find a better way of handling a duty or process here at West Bromwich Building Society, I would likely first run my idea by a colleague or two to ensure that my thought process was sound. Then, I wouldn't hesitate to bring my idea up to my supervisor where I would explain my thought process and what the benefits would be."

Ryan's Answer #2

"In my current role, I did just this a few months ago when I noticed that our triaging of incoming phone calls with customers wasn't as efficient as it could be. On my own, I started documenting incoming calls and tracking the number of times a caller had to be transferred to get to the correct person. Based on a couple of week's worth of data, I was able to draft a new routing system based on customer needs and take this to my manager. Even though it didn't take much extra effort, the work definitely paid off in regard to internal efficiency and customer satisfaction when we implemented a new system after some tweaking to my draft. With West Bromwich Building Society, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."

3.

The clients of a financial firm like West Bromwich Building Society can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.

Ryan's Answer #1

"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with West Bromwich Building Society, these same skills would be vital for me to find solutions or the right person to talk to if needed."

Ryan's Answer #2

"First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had a very angry customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down and later that day, my manager had a formal complaint sent to the manufacturer and we were assured that they'd be in contact with the customer."

4.

In your own personal life, what banking products do you use and what benefits do you see in using them?

With this question, your interviewer is seeking to first see what types of banking products you are familiar with by having you talk knowledgeably about the products that you use. Then, under the surface, your interviewer will be looking to see how you can help sell similar services to the customers at West Bromwich Building Society if you were hired for this role. As you answer the question, try to take a salesperson type of approach by highlighting the features and benefits of the services that you utilize with your current bank. Explain how they help you become more effective and efficient with your finances to really help your interviewer see that you have the sales type of approach if hired for this position.

Ryan's Answer #1

"First and foremost, I was very glad to jump onboard the online banking format from its inception. The online format allows me to transfer funds between accounts and even deposit checks remotely without having to take a trip to town to the physical bank. On top of online banking, I definitely use online loan application services as well. I have found them to be super easy and timesaving for me as I imagine they are for your customers."

Ryan's Answer #2

"I've really found it helpful to have all of my personal finance items with one institution. That includes loans, credit cards and checking accounts. And recently, I've learned to take great advantage of both MMA and CD accounts with my institution. I just really love the ease and convenience of this aspect and would be a great advocate of this for your customers here at West Bromwich Building Society if hired for this role."

5.

In your mind, why is it important that West Bromwich Building Society focuses on customer service?

The customers are the lifeblood of a bank and without them, West Bromwich Building Society wouldn't be able to thrive or possibly even stay open for business. With this question, your interviewer will be most interested in hearing why you believe that customer service is important for this role as a Teller and then hear what skills you will help bring to this role. As you prepare for your interview, be sure to think about your prior customer service experience and think of ways that you can draw upon that experience in this role with West Bromwich Building Society. In the end, make sure that your interviewer walks away from your conversation confident in your ability to provide the best customer service possible.

Ryan's Answer #1

"Having worked in retail for all of my career up to this point, I have customer service engrained in my brain and know I have the skills necessary in this area to be the best I can be for your customers. I have to be knowledgeable about products, pricing and options to be able to answer any and all questions that come my way. I also need to be a great communicator and have excellent listening skills to really get to the individual needs of each customer. In the banking world, I imagine that competition between institutions is fierce and often the main draw between your institution and a competitor is the excellent customer service that you provide. If hired at West Bromwich Building Society, I'd look forward to helping be this differentiating factor for existing and future customers."

Ryan's Answer #2

"Customers in any industry have become more tech savvy and self aware now more than ever and the service they are provided is often the key determining factor in where they take their business. I'm sure that West Bromwich Building Society puts a lot of time and resources into training staff in customer service skills. Coming into this role, I have a lot of extensive training in customer service. In the past few years, I've attended online and in-person trainings on telephone customer service, upselling skills and the generational gaps in customer service expectations and would love the opportunity to showcase my skills with your customers here at West Bromwich Building Society."

6.

What are your thoughts on working in a position here at West Bromwich Building Society that had a lot of routine tasks each day?

A position as a Teller with West Bromwich Building Society will entail many job functions that can get repetitive from day to day and your interviewer is looking to hear that you are able to perform these tasks with focus and ease each day that you are required to. As you prepare for and answer this question, be sure to talk about past positions where you've thrived with routine tasks. As well, keep your answers focused on the positive by explaining why these routine tasks are important and how you always pay attention to detail no matter how mundane a task may be.

Ryan's Answer #1

"I would have to say that I handle routine work very well. In my current role, a majority of my day is handling routine labeling and shipping tasks. By staying in the moment and remaining focused in my work, I ensure that I take all necessary steps each and every time to ensure that my customer's needs are satisfied each and every time. In this role, the customers at West Bromwich Building Society rely on accuracy and timeliness and I would be able to bring that in any duty that I was tasked with."

Ryan's Answer #2

"For me, an end goal, customer focused approach is important in any work that I do and it is extremely important for very routine tasks. While my current position has a lot of routine tasks that I handle every day and week, understanding why these tasks are important helps me to stay on track and on time with them. If hired to join the team at West Bromwich Building Society, I would make sure that the focus of my orientation would be for me to understand how each job duty positively influences customers that I interact with."

7.

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

West Bromwich Building Society looks to set themselves apart from their competition by delivering the best service possible in the industry. You, as a customer service professional, are likely used to doing this so in your example, be sure to think about a time where your going above and beyond the call of duty really impacted the overall customer experience. No matter what example you use, be sure to explain why you felt it was important to take that action and what outcomes you are aware that it produced.

Ryan's Answer #1

"A couple of years ago when I was working customer service in retail, a customer was looking for what happened to be a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued and have her be on her way. What I did was take down the customers contact information and let her know that I could contact our person that handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and have it coordinated to ship directly. We put the customer in direct contact with the supplier and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the situation that the customer was in and knowing she was a loyal customer of ours."

Ryan's Answer #2

"My current role in hospitality often has me working with very high profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding and upcoming stay for the musician. I proactively asked for their dining and entertainment preferences and with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for the his extended stay. Prior to him leaving, his manager reached out to thank me for the great service!"

8.

Do you have any experience or knowledge in detecting counterfeit cash or checks?

Over the years, the banking and retail industries have had to invest a lot into the detection of fraudulent checks and counterfeit money as fraudsters have become more and more savvy in the making their counterfeit currency look more real. If you don't have direct experience working with the different detection techniques, be sure to do as much research as possible prior to your interview to speak knowledgeably about the different ways money is being counterfeited and the steps banks are taking to counteract it. If you do have knowledge and experience, be sure to talk about they things you've used to help prevent the passing of counterfeit money up to this point in your career.

Ryan's Answer #1

"During my time working as a cashier in high school, I have used the counterfeit pen for bills that were $20, $50 and $100. As well, I have received briefing on new currency when it is released, like the new bills with the holographs in them. If hired for this role, I'd look forward to being trained and learning more about the advancements in counterfeiting and how this role would help negate that."

Ryan's Answer #2

"While I don't have hands on experience handling cash or check transactions in my prior work, I am familiar with the ways that the treasury department is marking bills now to prevent counterfeiting. I would know how to look for specific watermarks on each bill, the raised printing and the color-shifting ink on the numerals in the lower right corner. If hired on the team here at West Bromwich Building Society, I would want to learn more about fraudulent checks and what measures I would need to put in place in this role to help ensure that none passed through my hands."

9.

In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service.

Think about what customer service means to you. Making the customer happy and receiving positive feedback are great examples! West Bromwich Building Society 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.

Ryan's Answer #1

"I was working as a bank teller 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."

Ryan's Answer #2

"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 West Bromwich Building Society."

10.

To get a sense of how you will handle internal auditing processes here at West Bromwich Building Society, what do you feel are important tasks to do once an audit is finished?

You and your interviewer both know that the work isn't completed the moment that an audit has been completed and for this question, your interviewer is looking to hear what items you feel are a top priority in ensuring that the audit has a long-lasting impact. As you answer this question, be sure to discuss any unique tasks that you feel are a priority and value that you can bring to the team at West Bromwich Building Society by talking about how they've been useful to others you've worked with in the past.

Ryan's Answer #1

"The end goal of any audit is improvement and my role as the Auditor is to help bring as much value to the improvement as possible and this begins with my work following an audit. First and foremost, my top goal at the end of an audit is to deliver the results in a clear and quick manner and meet with all stakeholders to discuss my results. Having many years of experience as an Auditor, the one value I can add to West Bromwich Building Society is my ability to help your leaders put action into place to improve. As you'll see from my letters of recommendation, many high level leaders I have worked with in the past have really appreciated my ability to do this."

Ryan's Answer #2

"In my work, my most important task following an audit is to help the key stakeholders understand what needs to be improved and how to improve it. I do this through a thorough reporting process to them. Managers like visual aids and I am able to provide them. They also like to hear suggestions on how to improve and my time in the auditing field brings with me a lot of process improvement knowledge that can help your leadership staff here at West Bromwich Building Society."

11.

Tell me about your education. How has it prepared you for this opportunity with West Bromwich Building Society?

Share some of the highlights from any of your relevant courses from high school, college, university or on the job training. Explain how your experiences will enhance your performance.

Ryan's Answer #1

"Getting 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 West Bromwich Building Society and advise clients on important financial decisions."

Ryan's Answer #2

"The bulk 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. This year I have taken additional courses in calculus, negotiations, and building a sales pipeline. All of these courses will help me in this role with West Bromwich Building Society because you are customer service focused while also needing employees who understand banking related concepts and calculations."

12.

In your opinion, what are the benefits of banking with West Bromwich Building Society?

The interviewer wants to be assured that you have done your research on West Bromwich Building Society. Review their website to find out more about their products and services.

Ryan's Answer #1

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

Ryan's Answer #2

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

13.

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

As the forward facing client services representative with West Bromwich Building Society, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that.

Ryan's Answer #1

"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance and service staff have to give the final stamp of approval on in answering customers questions. In these situations, I have a great amount of knowledge where I can prepare the customer for speaking with the right person while also ensuring them that the sales, finance or service staff will provide the final answer. Then, I work quickly to get them to the right person."

Ryan's Answer #2

"In a situation where I didn't know an answer, I would ensure the client that we have the right staff in place that would be able to help them quickly and efficiently. I would communicate to the customer what the next step would be and if that would be me putting them directly in contact with someone or me taking their contact information and having someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."

14.

What are one or two of the aspects that you think you would love about our Teller job at West Bromwich Building Society?

While your interviewer is asking this question to verify that you understand the role and life with West Bromwich Building Society, this is your opportunity to sell your skills and abilities to your interviewer as well. As you prepare for this question, think of your best skills that you find the most enjoyable to yourself and match them with the aspect of this job. As you answer, speak with passion about the aspects you will find the most enjoyable and explain why those aspects will be vital to your success in this role.

Ryan's Answer #1

"The biggest thing that I am most excited for in this role at West Bromwich Building Society is the opportunity to now interact with customers on a face to face basis. As a people person by nature, I've felt so held back working for the last four years with customers over the phone. My positive attitude and friendly approach would be a huge asset to your customers and I would make it a priority to always be that smiling face that people encounter when they come to handle their personal business at West Bromwich Building Society."

Ryan's Answer #2

"After talking with my cousin that has been a Bank Teller for her entire career, I know that I would love the variety and problem solving aspects of this job. I would look forward to the fact that no two workdays are the same and that I'd be working with individual customers with every transaction. As a person that thrives thinking on their feet, working with unique customers would give me the opportunity to help them troubleshoot issues and find solutions for them."

15.

How would you deal with an irate customer?

In the banking industry, keeping customers calm is a much-needed skill. This is where your relaxed demeanor and ability to empathize will come in handy. West Bromwich Building Society wants to hear about a situation where you used your customer service skills to handle an angry customer.

Ryan's Answer #1

"I had a customer complain about having to wait 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 her I would move as quickly as I could to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."

Ryan's Answer #2

"If I were faced with an irate customer I would spend my time listening to their concerns. Usually, people just want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security."

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Bank Teller
Bank Manager
Financial Advisor
Financial Analyst
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