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

"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."

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.

"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."

If a customer at Westpac Institutional Bank had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?

"After I had done my due diligence in getting to know the need's of the customer, my first step would be educating them on setting a personal budget that allows for savings. I would take a keen look at their monthly income versus their monthly expenses while also taking into account their variable spending on a monthly basis. Often, by simply doing this, customers are dumbfounded by how much wasteful spending they have going on in their lives. While the customer makes the final decisions on how to best handle, I can use my expertise to help guide them on their savings journey."

As you look to interview for a Personal Banker position with Westpac Institutional Bank, be sure to expect a question or two that really digs into the technical abilities that you would bring to the position in the form of a hypothetical situation that you will likely face in this role. This question is allowing your interviewer to gain insight into your knowledge of sound financial savings philosophies so be sure to talk about important aspects of a customer's finances that can impact their ability to save. As you answer, express that you would use a logical, yet tailored, approach with each customer in this situation.

"The first and most important step to this process is helping the customer truly see their financial situation by delving into their income and expenses. Based on that analysis, the customer then decides which of the factors of income and expenses can be altered to help increase their savings. From there, I would work with them on the best methods for saving and would take a personalized approach to recommending savings accounts or money market accounts with Westpac Institutional Bank."

If a client here at Westpac Institutional Bank were to be denied the financing that they desire, how would you handle that situation?

"This is a very common occurrence in my current role in the mortgage industry. When a client is denied financing, I am very up front and honest with them in my approach. The most important thing that a customer wants to understand is why financing is denied and my experience in the finance industry lends well to me explaining the importance of credit scores and debt to equity ratios. I have found that customers that are denied financing really take well to my approach and I have had many customers come back after doing the personal work needed to improve and succeed in their application process."

As a Loan Officer at Westpac Institutional Bank, you will have times where you will have to have the difficult conversation with prospective clients that are being denied financing. For this question, your interviewer will be looking to hear that you take a professional approach with the clients and that you have a firm understanding of the regulations surrounding loans in the industry. To seal the deal for this question, talk about your ability to educate the client to better the chances that they will come back to Westpac Institutional Bank for business in the future.

"Life as a successful Loan Officer is about being knowledgeable and professional and I pride myself on my ability to project both of those things. In the times I need to personally decline a potential customer, I am firm and fair with them. I don't beat around the bush in any way because this can leave a customer with a false sense of hope. Taking the time to explain the regulations for the loan in layman's terms often helps customers understand things better as well."

Accuracy is of utmost importance to the customers here at Westpac Institutional Bank. Have you ever had a time where you had a to admit to a mistake on the job surrounding accuracy?

"Working in retails sales, my busiest days can be quite hectic with customer lines reaching throughout the store. A few months ago, I had finished ringing up a customers large order and taking her payment. When the next customer approached, she informed me that the pillows she was purchasing were buy two, get one free and I realized that the previous customer hadn't received that deal. I called a colleague over quickly to run the register while I ran out to the parking lot to catch the customer. Luckily I did, and she came back in so I could refund her the price of one of the pillows. She was very thankful! Looking back on that situation, I hadn't noticed the daily deal during our morning huddle and I take full responsibility for that. From that point forward, I always kept a note with me at the register on the daily deals so I wouldn't miss one again."

A person's finances are one of the most important things in their life and a mistake can certainly hit very close to home for them. For this question, your interviewer will be looking to get a solid judgement of your honesty and integrity if you should make a mistake with a customer by having you talk about a time you had to do this in the past. In your answer, be open and honest about the situation while focusing both on what you did to resolve the issue and what lesson you learned moving forward that you can bring to the team at Westpac Institutional Bank.

"During high school, I worked for a CPA that was a family friend handling pretty simple data entry tasks. One night, as I was laying in bed, I realized that I had made an error in entering figures into a wrong column in the program that the CPA was using. Not wanting to lose sleep over this, I made myself a note next to my alarm clock and called the CPA the next morning upon waking up. He was very appreciative of my effort to contact him as soon as possible and we made plans for me to fix the error during my scheduled time the following week."

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

"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."

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.

"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."

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

"I love my current boss because she leads with a collaborative and team-oriented style. We have regular team huddles to provide ongoing communication about process changes or upcoming events."

Westpac Institutional Bank wants to hear what excites you and keeps you motivated in a co-working relationship with your boss. They are interested in your values and want to hear about your experience developing relationships with managers.

"My favorite manager was my very first manager when I worked at Company X. She was attentive and spent a lot of time mentoring me. I feel that many of my positive work-based skills and qualities are because of how she interacted with and trained me."

If you were on the job here at Westpac Institutional Bank and noticed that a change in process or procedure could be beneficial, how would you approach that with your supervisor?

"Knowing that a workplace continuously changes when it comes to customers and products, I as an employee need to be fluid in how I work and I am continuously looking to do things more efficiently. In my current role, I approached my manager last year about reconfiguring our customer lobby area to accommodate more customers while also being handicap accessible. He thanked me and took the idea to our leadership team and within weeks new furniture arrived and an unnecessary wall was removed."

This question allows your interviewer to gain insight into a few different things about how would you work as part of the team with Westpac Institutional Bank. First, they'll be looking to gauge your ability to see possibilities for improvement, so try to think of a time that you did just that in the workplace. They'll also be looking to hear that you are always willing and able to approach your supervisor in a constructive manner. When answering this question, be sure to stress to your interviewer that being complacent won't be on your agenda if hired for this position.

"I wouldn't hesitate to approach my supervisor with any creative ideas if hired on the team here at Westpac Institutional Bank. With any supervisor I've had in the past, I've always appreciated an open door policy as staff on the front lines of the business are able to best see that need for small or large changes. Recently, I approached my supervisor with a great new idea that would help boost customer sales in our retail store. With not having the confines of a chain outlet, he let me lead a team of individuals to implement the change in the store. What we did was choose a high profit item each week and place it on display in front of the cash registers to promote an impulse buy at the register. Through the initial weeks of trialing this, sales numbers for the products each week more than doubled prior weeks when not on display."

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

"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."

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.

"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."

Tell me about a written project you had to tackle during your career. What skills did you use to ensure that your writing was error free?

"Every year, I am tasked with writing our fiscal year end sales report that reports back up to our suppliers. Since first taking this task on four years ago, I have prided myself on my ability to write in a clear, concise and interest inducing manner. I utilize our sales reports and organize the data within the report to show by supplier. I highlight great accomplishments within the report as well. When I'm through with my draft of the copy, I have several others look through the report for errors and take feedback from other graciously."

Success as a Teller with Westpac Institutional Bank will often occur excellent written skills. While long-term writing projects won't necessarily be an occurrence, your interviewer is looking to hear in detail about a time you had to complete a written project to get a better understanding of how you will work during times that you will need to provide written correspondences in this role. As you reflect on your career, think of a time that you had to use research and teamwork to get a writing project completed and explain it in detail to your interviewer. As well, don't hesitate to talk about resources that you used to ensure that the document was as error proof as possible.

"Just a few months ago, my manager asked me to write a letter to a client that outlined a mistake that had happened with her account over the course of a year. The end outcome was the clients account showing more money than actually existed. To write this letter, I had to work with a couple of other people to determine the facts of how the error occurred, what the impact was and how it would be fixed. Based on that information, I drafted the letter to read in a very apologetic and forthright manner. My manager was very impressed and sent it to the client following a personal phone call to her."

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

"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."

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.

"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."

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 ABC position for Westpac Institutional Bank."

You may experience a variety of issues related to customers or technical issues while working in the banking industry. Give an example that demonstrates your confidence and your strength as a decision maker and a problem-solver.

"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."

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?

"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."

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.

"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."

If hired for this role with Westpac Institutional Bank, how would you handle a large workload of clients working through a mortgage process?

"In my current role, I'm able to handle a very large workload with my ability to stay organized on the job. If you could take a tour of my office, you'd see that I maintain a neat and clean desk with a very organized file cabinet of my current workload. If I need to shift gears and move on to work with another client, I can easily access information on the fly and keep moving. I also utilize my Outlook calendar to set deadline reminders to stay on track of closing deadlines and paperwork requirements and the tasks function within the program helps me stay right on track with all of my clients I am working with at a given time."

At the heart of this question, your interviewer is looking to find out how you manage a busy workload by having you talk about your organization skills on the job. In your answer, talk about the skills you have and the tools that you use to stay organized and on-track while handling a large workload. Don't hesitate to talk about the software programs that you use and any other tactics that you use to ensure that all deadlines are met and no issues occur with clients because of too large of a workload. In the end, your interviewer wants to walk away from this question knowing that you'll be able to provide top notch service to the clients of Westpac Institutional Bank.

"During my time working a large client load as a mortgage consultant, my success was due to my efficiency and organization on the job. If hired for this role with Westpac Institutional Bank, my efficiency would be very high because of my experience with the entire mortgage loan closing process and my ability to handle certain challenges quickly with that experience. From there, my organizational skills within the loan process software I have experience with kick in to help me keep each client on track with their loan process."

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

"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."

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

"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."

Do you have any experience working with banking teller software?

"While I don't have direct experience utilizing Teller software, I am confident that I can quickly and efficiently learn your system if hired for this role with Westpac Institutional Bank. In my current role, I've mastered two different CRM software systems. In my role, I entered new customer information and maintained the systems with any changes needed over time. As well, I became very proficient at providing up to the minute, customized reporting to leaders that would request it."

While having direct experience in a bank setting working with related software is great in helping minimize training time when you would start on a job, it is not necessarily a requirement for the job. Banking software programs often resemble other accounting type software as well. What your interviewer will be looking to hear in the answer to this question is that you have familiarity in working with a few different types of software programs and have the flexibility to learn and thrive new systems. Talk in details about the types of programs you have mastered in your career and make sure that your interviewer walks away from your interview knowing that you will be able to master their system in short order.

"Throughout my time with my current financial institution, I have worked proficiently with the Oracle FLEXCUBE program and MX for Banking software. With each program, I was able to learn and master the programs quickly. Right now, I serve as the trainer that works with new tellers for three of our branches. During the training sessions, I spend up to four hours with our new hires to help them learn the systems."

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

"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."

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.

"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."

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

"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."

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.

"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."

How would you deal with an irate customer?

"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."

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. Westpac Institutional Bank wants to hear about a situation where you used your customer service skills to handle an angry customer.

"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."

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?

"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."

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.

"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."

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

"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."

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 are saying to me. This helps me to commit their needs to memory while still appearing engaged, and in the moment."

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

"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."

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.

"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."

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?

"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."

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.

"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."

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. 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!

"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!"

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

"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."

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.

"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."

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

"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."

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.

"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."

In this finance role with Westpac Institutional Bank, what do you feel would make for an ideal customer experience?

"In this role with Westpac Institutional Bank, I will be dealing with the financial impact on customers of a really large purchase and this type of purchase often causes stress and tension for them. To provide the best overall experience, I will always be very thorough and educational in my approach to make sure that every question that the customer has is fully answered. The worst thing that can ever happen is for a customer to bite off more than they can chew when it comes to a new loan."

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.

"My approach to providing the greatest overall experience to my clients has always been solid listening and communication skills with them. I take the time to get to know my clients and what makes them tick. This approach gives me great insight in how I can best match them with the right loan moving forward. As you'll see when you contact my references, I have a very high overall customer rating in my current role based on customer surveys we have done over the past five years."

Talk about a time you had to work with a difficult team member. How did you handle that situation and what was the key for you to make things work with them?

"Early in my career in the banking industry, I worked with a colleague that was very distracting with her negative talk of other people on our team. It was very unfortunate at first that she was my mentor when I first started and from my very first day on the job, I realized what kind of person she truly was. Being new on the job, I didn't speak up or Rquestion her right away. Rather, I chose to get to know the remainder of my team to truly realize how toxic her talk was. A few months down the road over lunch, she continue with bad talk and negative rumor spreading about a colleague I had grown close to. ight away, I cut her off and told her that I didn't want to hear her talk bad about any of our coworkers. With my upfront approach with her, she definitely caught my drift and hasn't since tried it again."

For this question, your interviewer will be looking to get some insight on your interpersonal skills by seeing how you handle the adverse situation of dealing with a difficult coworker. In your answer, make sure to paint a clear picture of the situation and what made the colleague difficult to work with. Then, really try to reflect on what you did that made it possible to make the best of the situation. Talk about your interpersonal skills that were vital to making this work to give your interviewer the sense that you will be a great team player if hired at Westpac Institutional Bank.

"Currently, I have a teammate that just doesn't like to carry his fair share of the load on the team. In my current environment, we all rely on each other to make the entire operation work. The hard part about this situation is that when he is motivated, he caebest workers on our team. Now, I've gotten to the point where I've gotten to get him well enough where I can see when he is having an off day. Through conversations, some things in his personal life impact his job can impact his job in a negative way. Any time that I notice his work slacking, an in-depth check in conversation with him often helps him get back on task and in a much happier mood on the job."

Westpac Institutional Bank Interview Questions

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1. Tell me about a goal you achieved. What steps did you take to get there?
2. If a customer at Westpac Institutional Bank had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?
3. If a client here at Westpac Institutional Bank were to be denied the financing that they desire, how would you handle that situation?
4. Accuracy is of utmost importance to the customers here at Westpac Institutional Bank. Have you ever had a time where you had a to admit to a mistake on the job surrounding accuracy?
5. Tell me about a time when you showed integrity in your work.
6. Tell me about your favorite manager. What did you enjoy most about working with them?
7. If you were on the job here at Westpac Institutional Bank and noticed that a change in process or procedure could be beneficial, how would you approach that with your supervisor?
8. What data entry skills have you accumulated throughout your career and earlier education?
9. Tell me about a written project you had to tackle during your career. What skills did you use to ensure that your writing was error free?
10. Do you have any experience in handling and working with large amounts of money?
11. How do you respond to problems that require a quick solution?
12. 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?
13. If hired for this role with Westpac Institutional Bank, how would you handle a large workload of clients working through a mortgage process?
14. Tell me about a time when you demonstrated you were trustworthy.
15. Do you have any experience working with banking teller software?
16. What are your top three strengths? How will you use them to make an impact at Westpac Institutional Bank?
17. If a customer posed a problem that you were unable to solve on your own, how would you handle that situation?
18. How would you deal with an irate customer?
19. 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?
20. Give me an example of how you keep track of details while engaging in conversation.
21. Talk about your experience in mortgage loan closing. How would this experience be beneficial to our team here at Westpac Institutional Bank?
22. 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?
23. Why do you want to pursue a career in the banking industry?
24. In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service.
25. What is one way that you would help provide great customer service in our branch here at Westpac Institutional Bank?
26. In this finance role with Westpac Institutional Bank, what do you feel would make for an ideal customer experience?
27. Talk about a time you had to work with a difficult team member. How did you handle that situation and what was the key for you to make things work with them?

Westpac Institutional Bank Interview Questions

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

2. If a customer at Westpac Institutional Bank had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?

3. If a client here at Westpac Institutional Bank were to be denied the financing that they desire, how would you handle that situation?

4. Accuracy is of utmost importance to the customers here at Westpac Institutional Bank. Have you ever had a time where you had a to admit to a mistake on the job surrounding accuracy?

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

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

7. If you were on the job here at Westpac Institutional Bank and noticed that a change in process or procedure could be beneficial, how would you approach that with your supervisor?

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

9. Tell me about a written project you had to tackle during your career. What skills did you use to ensure that your writing was error free?

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

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

12. 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?

13. If hired for this role with Westpac Institutional Bank, how would you handle a large workload of clients working through a mortgage process?

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

15. Do you have any experience working with banking teller software?

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

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

18. How would you deal with an irate customer?

19. 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?

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

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

22. 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?

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

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

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

26. In this finance role with Westpac Institutional Bank, what do you feel would make for an ideal customer experience?

27. Talk about a time you had to work with a difficult team member. How did you handle that situation and what was the key for you to make things work with them?