In a role as a Loan Processor or Loan Officer, simply following company guidelines and answering questions from customers can be done by a robot. Westpac Institutional Bank will be looking for you to help provide the best overall customer experience possible. For this question, they'll be looking to hear what great customer service on the lending side of the business means to you. No matter how you answer this question, be sure you explain the importance of making the customer feel valued in your approach with them.