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Westpac Institutional Bank Interview
Questions

27 Questions and Answers by Ryan Brunner
Published October 5th, 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

If a customer posed a problem that you were unable to solve on your own, how would you handle that situation?

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Interview Questions

1.

If a customer posed a problem that you were unable to solve on your own, how would you handle that situation?

A bank is a serious and professional environment and every once in a while, a customer comes with an issue that is well beyond a Teller's ability to handle. For this question, your interviewer is looking to hear that you will handle these customers with the respect and ease necessary to ensure their satisfaction in service of the institution. Whether you'll be dealing with a customer that received poor service at some point or was dealt a mistake by the organization, your interviewer will be looking to hear that you have the ability to remain calm and treat customers with the respect that they deserve while making all attempts possible to solve their issue. In your answer, talk about your ability to use your communication skills to your advantage and how you use teamwork to solve problems at any level. Any real world example that you have would be good to talk about as well in your answer.

Ryan's Answer #1

"If ever faced with that situation here at Westpac Institutional Bank, I would first hear the customer out and then repeat back to them what I heard them say. In using a calm voice, I would be very forthright with them if I was not able to handle their situation and have them take a seat while I found the best person to work with them given their issue. While I would have a lot to learn regarding the duties of each individual on the team here at Westpac Institutional Bank, it is something that I would prioritize in my first days on the job so I would be able to troubleshoot issues quickly with customers. At any company, teamwork is of utmost importance and knowing who does what is a key to making the whole operation run smoothly."

Ryan's Answer #2

"In my current job, this is a regular situation that comes up for me as I handle incoming customer calls to our office. While I can handle most calls on my own, sometimes I get customers that call that are very upset with the services provided by our field technicians or the products that we installed. During those calls, I need to take a genuine approach and sympathize with the customer and give our company promise to make it right. By knowing our whole team, I can then put the customer in contact with the appropriate technician or manager. I have access to schedules of our entire team and use that to set timelines for follow up with customers as well. I think these skills will translate nicely to this role here at Westpac Institutional Bank if I were to be hired."

2.

Talk about your experience in mortgage loan closing. How would this experience be beneficial to our team here at Westpac Institutional Bank?

As a Loan Consultant with Westpac Institutional Bank, you will be tasked with guiding clients through the complete mortgage process. This will include seeking the best funds available, completing paperwork and seeing the loan through to closing for them. For this question, your interviewer can a good sense of your experience by taking a look at your resume, but they're looking to get more details on your mortgage closing experience by having you talk in detail. Be sure to discuss your specific experience and tie what you can to this specific role with Westpac Institutional Bank.

Ryan's Answer #1

"As you can see from my resume, my current role involves a lot of detail in the loan closing process for the customers that I work with. I assemble and prepare closing documents and coordinate the details of the closing process when all terms of the sale are met. In this role with Westpac Institutional Bank, I think that my hands on approach that I currently take with my customers would suit your clients well because I take the time to work with them one-on-one and never hesitate to provide top notch customer service to any person that I'm working with."

Ryan's Answer #2

"Having been in the mortgage business for over ten years, I have a vast amount of experience in seeking personalized mortgage options for clients and walking them through the entire loan process. I am familiar with the processing of necessary loan closing documents in several state and know all of the fine details that are required to ensure that there are no hiccups in the process for clients. This experience would allow me to hit the ground running in this role here at Westpac Institutional Bank."

3.

At Westpac Institutional Bank, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?

As a Personal Banker with Westpac Institutional Bank, you will be dealing with a wide variety of clients and your interviewer will be looking to hear that you are able to tailor your approach to working with many different personalities while maintaining a knowledgeable and professional approach with each person. In your answer, be sure to stress that you have the patience to work with all different types of people effectively and the calmness to handle customers that are demanding or full of questions. If you have an example of a role you've held in the past where you've worked with customers, feel free to bring examples of times you had to work with differing personalities first hand.

Ryan's Answer #1

"In my current role in sales, I work with customers from all different economic and cultural backgrounds. My personality really suits a sales based role well because I have the ability to personally connect with any person that I work closely with and I do this with a very friendly, yet professional approach. I take as much pride in selling a lower end product to a person with lower socioeconomic status as I do in selling a product to the CEO of a large company. I've been in both of those situations and as long as the customer leaves satisfied with a smile on their face, I know it was a job well done."

Ryan's Answer #2

"I really pride myself on my ability to work effectively with many personality types and people from different backgrounds. In my current role as a Financial Advisor, I work with clients that range from C-Suite Executives all the way down to entry level employees making close to minimum wage. I have the ability to connect with and relate to any individual on a personal level as this is so important in the financial field. If hired here at Westpac Institutional Bank, this ability would greatly help your customers that are in need of personal banking advising."

4.

What data entry skills have you accumulated throughout your career and earlier education?

As a Teller with Westpac Institutional Bank, solid data entry skills will help ensure that you are able to handle customers in a timely manner while also ensuring accuracy with each transaction that you process. While you may not have direct experience with banking specific software and data entry into those programs, your interviewer knows that skills you have built elsewhere can easily transition here to this role with ease. Talk about the experience you have with data entry in any previous positions that you've held. Talk about specific program that you have experience with and remind your interviewer that you are very easily trainable on new systems. If you know your words per minute typing skills, now is a good time to bring that up as well.

Ryan's Answer #1

"From an early age working on computers, I have pretty great word processing skills. The last time I was tested, I could type 75 WPM. These skills have translated nicely to a few different data entry duties I hane taken during my career. In my current role as an Assistant, I handle data entry into Microsoft Excel and also into our enterprise sales system. While being a master of Excel, I picked up our sales software system very easily and don't see any reason why I would have any issues with easily transitioning to your software programs."

Ryan's Answer #2

"In my current role, I work on an online database system called Kintone. I currently do administrative work in the insurance industry and this online system has been a wonderful addition to our team to replace the use of spreadsheets and email to house our information. When I learned the system two years ago, I was very quick to pickup and master the system. With my familiarity with many other software programs, I would be able to transition nicely into the data entry tasks in this role."

5.

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

Integrity is best displayed through honesty and consistent moral values. The banking industry relies on employees who are trustworthy and reliable. Give an example that shows how you have demonstrated these qualities in the past.

Ryan's Answer #1

"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."

Ryan's Answer #2

"I show integrity in my work in everything that I do. It's important to me that my employer and colleagues see me as trustworthy, with a strong moral compass."

6.

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

The banking industry offers a variety of opportunities to those who are motivated. Westpac Institutional Bank is seeking individuals who think about the future and aspire to be successful in everything they do. Think about something you accomplished through hard work and dedication.

Ryan's Answer #1

"Early in my career, I strived to get to know the banking and thrifts 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 Westpac Institutional Bank and am excited for the opportunity to do so."

Ryan's Answer #2

"A few years ago I set the goal to complete my Bachelor's in Finance while working full time. I achieved this in just four years, through spending a lot of time in online studies, between working as a bank teller. I am very proud of the discipline and dedication I was able to put towards this goal."

7.

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

To show Westpac Institutional Bank that you are reliable share an example from your work experience that is relevant to the position.

Ryan's Answer #1

"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."

Ryan's Answer #2

"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."

8.

Give an example of a prior job duty you held that required serious organizational skills. What did you learn from that experience that you'll be able to bring the team here at Westpac Institutional Bank?

The daily life of a Teller at Westpac Institutional Bank will require you to multi-task and handle many different duties within the day. You'll need the ability to move from task to task quickly and proficiently and your interviewer knows that the best way to do that is through solid organizational skills. To prove to your interviewer that you will be flexible and able to handle all of the given tasks in a workday, talk about a previous job that required these exact skills. In your answer, try to highlight all of the duties you were required to handle and explain the little things that you did that helped keep you organized and on track while working through each task.

Ryan's Answer #1

"In my current role as a Customer Service Associate with ABC Sales, I am really the jack of all trades around our office. My duties include being the first line on phone contact for any incoming phone calls to our office, being the first face a customer sees when they walk in the door and managing our general email inbox. During our busier times of the year, I can be flooded with customers on all three channels. To stay on track and focused with each customer, I prioritize the in-person customers first and foremost and then handle incoming phone calls when they arrive. When able to, I triage email inquiries as needed. At times, I utilize a notebook and my Outlook tasks list to jot down notes if I need to put something off for a more urgent matter to ensure that I don't forget it moving forward. Similar to what I'm doing now, I think the hustle and bustle of the bank lobby would require this same ability to jump from task to task with ease and I'm confident in my ability to do so."

Ryan's Answer #2

"Growing up, I ways taught at an early age that tidiness is the key to staying organized and I will say that I'm kind of a neat freak when it comes to maintaining my work area. In my current job, my duties often put many tools and huge amounts of paperwork in my work space and it can become easily cluttered throughout the day. By taking little moments here an there to file and put things away, I'm able to avoid the hassles that come with not being able to find something necessary to handle the next duty at my fingertips. If hired here at Westpac Institutional Bank, I think this skill would be essential in helping me work with each customer in an accurate and efficient manner throughout each day."

9.

What is one way that you would help provide great customer service in our branch here at Westpac Institutional Bank?

As a Teller with Westpac Institutional Bank, you have the possibility of having the most interactions with clients on a regular basis than just about any other person within the branch. And due to the face to face nature of this role, the importance of the impressions that you will make on clients is essential to the success of Westpac Institutional Bank. For this question, tell your interview one unique trait or skill that you will bring to the lobby of Westpac Institutional Bank when it comes to customer service. If possible, give an example of a time that you used this with success.

Ryan's Answer #1

"If you were to ask any of my current or past coworkers what my best skill in the workplace would be, I would guarantee that most would say it is my ability to keep a smile on my face at all times. I am a person that focuses on the positive things in each moment and that attitude really reflects well on others that I work closely with and the customers that I serve. Even when I have a bad moment or even a bad day, I still don't let that bring me down to the point that it impacts my work."

Ryan's Answer #2

"I would say that using my communication skills to personalize my service to each customer would be extremely beneficial to the role here at Westpac Institutional Bank. A couple of weeks ago in my current role, I could tell a customer just wasn't having a good day by the look on their face and the sad tone of their voice. I was assisting them, I simply asked them how their day was going. The lady slowly looked up at me while a tear rolled down her cheek and told me that she had just had her dog put down that morning. I gave her my deepest sympathies and talked about my childhood dog growing up that my parents had just had put down months earlier. We shared a few funny memories of my dog and when her transaction was finished, she thanked me immensely for sharing the conversation with her. I think that my approach to communication with my customers helps brighten their day and I'd look forward to bringing that same style here."

10.

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! Westpac Institutional Bank 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 Westpac Institutional Bank."

11.

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

Before your interview, take some time to think through your career goals. Westpac Institutional Bank 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!

Ryan's Answer #1

"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."

Ryan's Answer #2

"Careers in banking run in my family! My mother was a banker and my father, a financial advisor when I was growing up. It always fascinated me how smart they both were. It's in my blood!"

12.

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

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.

Ryan's Answer #1

"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."

Ryan's Answer #2

"To keep track of transaction details, while engaging in conversation, I will ask the customer questions or repeat what they are saying to me. This helps me to commit their needs to memory while still appearing engaged, and in the moment."

13.

What are your top three strengths? How will you use them to make an impact at Westpac Institutional Bank?

Reviewing the job description and the company website will give you some direction on which qualities Westpac Institutional Bank values most. Share your most valuable strengths. Think about them within the context of the position. You can refer to the list of responsibilities within the job description as a guide. Explain how your strengths will help you to accomplish these tasks; and better yet, help you to exceed expectations.

Ryan's Answer #1

"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."

Ryan's Answer #2

"I plan to make an impact at Westpac Institutional Bank through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."

14.

On the finance side of Westpac Institutional Bank, we expect our representatives to be ingrained in our sales focused culture. If hired for this role, how would you learn and embrace our sales process?

As an experienced loan or finance professional, your interviewer is likely very confident in the skills that you would bring to the team. This question gives them the opportunity to how you will fit into the unique culture with the team at Westpac Institutional Bank. Because they are a sales focused organization, your interviewer will expect anyone in this role to embrace that culture. In your answer, talk about your ability to partner with sales staff by using your strong people skills. As well, give your interviewer a sense of how you go about learning new processes if hired for this position and don't hesitate to give an example from your past on how you've done this.

Ryan's Answer #1

"Knowing that the main goal of Westpac Institutional Bank is to sell more products, I understand my role on the finance side is to provide customers with the best options for them to walk out the door as a lifelong customer. If hired for this role, I will take the time over the first weeks on the job to fully understand your product line, costs and typical financing procedures so I can hit the ground running in no time. In my current role, I communicate very regularly with our sales staff on each customer that we work mutually together with. It really helps provide the best customer experience possible and absolutely helps boost sales."

Ryan's Answer #2

"I would fully expect that a good part of my orientation process into this role at Westpac Institutional Bank would entail a full education on the sales part of the business. I would look forward to working closely with and learning from the boots on the ground sales staff as that would give me great insight into the customers that I would be working with. From there, I would be able to build relationships with the sales staff and build a bond moving forward."

15.

Do you have any experience in handling and working with large amounts of money?

This role as a Teller with Westpac Institutional Bank will at times put you in charge of handling and accounting for large sums of money. While your interviewer can likely assume any experience you have based on your resume, they'll be looking to hear directly from you what experience you do have in doing this. While you talk openly and honestly about your experience, or even lack thereof, make sure to talk about the importance of accuracy and security surrounding the handling of large amounts of cash. Your interviewer will be looking to hear that you take both of these points very seriously if you are hired for this role.

Ryan's Answer #1

"As you can see from my resume, my retail experience heavily involved running a till in a very large department store for six to eight hour shifts. At the beginning of each shift, I was responsible to counting my starting till to verify the amount matched our standard for starting tills. Then, at the end of each shift, I had to tally all cash and checks in my drawer and balance against my receipt log for the shift. Especially around the holidays, I was often handling drawers with over $10,000 cash in them at the end of my shift. From the start of that job, I was trained on and have always prioritized being very safe with my cash register, never leaving it unlocked and unattended. As well, the skills that I learned in tallying my drawer quickly at the end of each shift would be very beneficial in this role for me."

Ryan's Answer #2

"In my current role with XYZ Bank, my workdays are spent at a very busy metro area branch where I am running on my feet all day long. I take a lot of large business deposits on a daily basis and follow all organizational policies on counting and depositing cash into accounts for business clients. Some days these deposits are very large. Over time, I've become very proficient at counting cash and using our Accubanker money counting machine. I follow very strict policies on the safe and secure handling of cash and while sometimes those policies can make processes take a bit longer, I fully understand and agree with their purpose."

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Behavioral
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