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Westpac New Zealand Limited Interview
Questions

27 Questions and Answers by Ryan Brunner
Published October 8th, 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

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

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Interview Questions

1.

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 New Zealand Limited 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 New Zealand Limited."

2.

Suppose you were on the job here at Westpac New Zealand Limited and a customer came in to complain about a fee charged for an overdrawn account. How would you handle the situation with that customer?

As a Teller with :company, an important job expectation will be for you to handle customers that come to you with issues. While their issues can stem from a majority of reasons, your interviewer wants to know that you have the wherewithal to handle these situations with patience and a sense of calmness. As well, they'll be looking to hear that you have the ability to pull from the resources available to you to help resolve the situation. As you answer the hypothetical question, don't hesitate to draw upon past experiences where you've handled customer issues directly and use your experience in those to help project how you would handle similar situations with Westpac New Zealand Limited.

Ryan's Answer #1

"If in this situation on the job here at Westpac New Zealand Limited, I feel it would be most important to hear the customer out and let them explain their situation. Then, I would talk about the bank's policies on overdrawing accounts and explain that there is no wiggle room within those policies. Most importantly, I would make it my responsibility to connect the customer with any available resources to help them prevent similar situations in the future. This helps the customer know that Westpac New Zealand Limited cares about their financial well-being and is willing to help them moving forward."

Ryan's Answer #2

"In my current job, I often have to work with customers face to face when they enter our store with issues and I would take the same approach here that I do with them. First, I listen intently to their complaints and actively listen by explaining to them what I heard. Then I have to use my best judgement at hand to consider how to move forward to resolve their complaint. If the issue was a bad product, I follow our return policies and assist the customer as best as I can. If their issue involves our service, I direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard from the start to learn the ins and outs of all aspects of Westpac New Zealand Limited so I could be resourceful in working with customer complaints."

3.

In your mind, why is it important that Westpac New Zealand Limited focuses on customer service?

The customers are the lifeblood of a bank and without them, Westpac New Zealand Limited 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 Westpac New Zealand Limited. 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 Westpac New Zealand Limited, 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 Westpac New Zealand Limited 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 Westpac New Zealand Limited."

4.

How do you check your work for accuracy?

The interviewer wants to hear that you are detail oriented when it comes to checking your work. Explain the steps you take to eliminate minor mistakes and ensure your customer transactions and paperwork are accurate.

Ryan's Answer #1

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

Ryan's Answer #2

"I proof my work before sending it out, and I double check everything. I'll use a calculator when necessary, and ask for help if I am unsure of my own accuracy."

5.

In this role with Westpac New Zealand Limited, we will rely on your analytical reporting skills on a regular basis. Why do you feel analytical reporting is important in the financial field?

Because the financial field is heavily reliant on numbers and data, analytical reporting can be a great tool to help key stakeholders make key decisions that have a positive impact on the business. In your answer to this question, point out the fact that you know the impact that data can have in the financial field and also talk about the types of analytical reporting you have done in the past that can be useful to the team at Westpac New Zealand Limited. Also, feel free to ask any follow up questions on the expectation for this position.

Ryan's Answer

"As a Business Analyst, I've always viewed data as a tool to help make the right business decisions and my analytical reporting requires thoroughness in my data reporting. Here at Westpac New Zealand Limited, you can easily make decisions based off of hunches or gut feelings. But I have a feeling that the more data gathered to help make the decision, the better the decision ends up being in the end."

6.

If working here at Westpac New Zealand Limited 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 Westpac New Zealand Limited, 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 Westpac New Zealand Limited, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."

7.

At Westpac New Zealand Limited, we value diversity in our customer base and on our team. How do you work effectively with people from different backgrounds ?

In any interview that you experience, a diversity related question is likely to come your way. This is no different at Westpac New Zealand Limited because in the banking industry, customers will come from all walks of life and you will be required to work with them effectively. To give your interviewer the greatest sense in your answer, talk both about how you value diversity in your personal and professional life and give an example of a time you worked with a diverse team of people and thrived. In the end, your interviewer will be looking to hear that you will join the team at Westpac New Zealand Limited with an open mind and open heart.

Ryan's Answer #1

"I am a firm believer that a diverse team and work environment benefits the greater good of the organization by bringing many different perspectives to decision making processes. My first job out of school was with a company that lacked diversity and it really struggled because of lack of new ideas and a lack of value for others. Since that job, I have worked at companies and on teams that were very diverse and I really enjoyed being able to learn and grow from others from different backgrounds than me."

Ryan's Answer #2

"In my current position, I work with customers from all different nationalities and walks of life. As a very young adult taking this job from a small, non-diverse town, it was intimidating at first to me. But from day one on that job, I've really grown to appreciate and see that connecting with individuals that are different from me is beneficial to society as a whole. If hired in this role, I understand that I would be working with a very diverse customer base and I'd be able to do so in a very empathetic and understanding manner."

8.

As a Personal Banker with Westpac New Zealand Limited, why is providing tailored customer service important? How would you make this a priority if hired for this role?

In the banking industry, customers all have very unique financial situations and personality types so a very customized approach is required to make each customer feel valued. In this role as a Personal Banker, your customers will expect that you tailor your approach to meet their needs. As you answer this question, be sure to talk about the ways that you get to know your customers to best work with them. On top of that, explain the importance of taking an empathetic approach with your customers and talk about why an empathetic approach is important when working with a customer on their financial needs.

Ryan's Answer #1

"As in my current industry, I understand that your customers here at Westpac New Zealand Limited all have their own unique financial situation and needs in how I would work with them. Because of that, I have to work with each person on their own individual terms rather than taking the same canned approach with every customer I would work with. To help provide the most tailored customer service possible, I would take the time needed to get to know my customers and their needs and then work with them moving forward in their goals. As personal finance can often be frustrating, I would take my time to listen and understand my customer's frustrations as well to show that I truly care in helping them create a solid plan moving forward."

Ryan's Answer #2

"A tailored approach in customer is really easy when you listen, listen and then listen some more. By reflectively listening to my customers, I'm able to get to know them quickly by name, learn a bit about them personally and learn their financial goals for the near and long term moving forward. With that information, I can them formulate the best customized plan for them and that is very important for them to know that my approach was created with their needs at the forefront. With that in mind, the customer then has a much better chance of becoming a life-long customer at Westpac New Zealand Limited."

9.

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 Westpac New Zealand Limited 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 Westpac New Zealand Limited if hired for this role."

10.

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. Westpac New Zealand Limited 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."

11.

The next Branch Manager that we hire here at Westpac New Zealand Limited needs to be adaptable and flexible as our market demands change over time. What have you done in recent years to promote your own personal and professional development to promote a

To remain successful in a continually changing environment, Westpac New Zealand Limited will expect you to be a flexible and adaptable leader in this role to help ensure the success of the branch into the future. To help drill down to your ability to do this, your interviewer is looking to get insight on how you have handled your own professional development to remain adaptable to your job. Prior to your interview, be sure to consider all of the training and development that you've done over time and talk about a thing or two that really exemplifies your will and desire to get better at your work and, in turn, the success of your organization.

Ryan's Answer #1

"Last year, I participated in a training seminar in my current industry that focused on providing excellent customer service in the digital age and the training really helped focus my mindset moving forward as a manager. I pulled several great marketing and customer service tactics that would be great in many industries, but I also feel that they'd be excellent in the banking industry."

Ryan's Answer #2

"Over the past five years, I've had some great training on employment law, ethics and presentation skills that will all be relevant to this role. But for me personally, the greatest thing that I've done with my family is volunteering at the local food pantry. While it has taught my children many valuable lessons, I have taken a great sense of humility from this time into my work life."

12.

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 Westpac New Zealand Limited, 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."

13.

As a Business Analyst at Westpac New Zealand Limited, you will be tasked with working with diverse teams of stakeholders on different projects. How do you handle stakeholders that are difficult and bullheaded?

Leading a project team will put you in front of many differing personalities and you need to have the ability to work with every type of personality to be successful in this role at Westpac New Zealand Limited. While your interviewer may not be telling you that you will work with a difficult person because they know of a few, they're more looking to see how you utilize your communication and problem solving skills to make the situation better for everyone. As you answer this question, feel free to use an example from the past that highlights how you used your interpersonal skills to work effectively with a difficult person on a project team.

Ryan's Answer #1

"Honestly, one of the things that I love the most about being a Business Analyst is the mix of people that I get to work with and if I took an honest look back over time, I'd say that every team that I was a part of had at least one difficult person to work with. In those situations, I rely on an empathetic approach that really tries to narrow down what makes that person tick on the job. With that knowledge in hand, I can then touch them in a relatable manner and even provide them with work that suits their needs the best."

Ryan's Answer #2

"Just recently, an executive with my company was the final decision maker and stakeholder on a sales project and she had some very unrealistic expectations for the project from the start and she wasn't afraid to let me know. To best handle this situation, I listened to all of her thoughts on the project and asked a lot of follow up questions to get her sense of the project. After that, I asked for a couple of days to rework some design of the project. When we had our follow up meeting, I educated her on a few legal aspects of the project that wouldn't fit into her mold. She thanked me for the insight and we were off on the right path from there."

14.

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

To show Westpac New Zealand Limited 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."

15.

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."

More Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
Behavioral
Common
Phone
Tough
Leadership
All Interview Topics
All Career Q&As
Suggested Career
Interview Q&As
Continue practicing by visiting these similar question sets
Bank Teller
Bank Manager
Financial Advisor
Financial Analyst
Mortgage Banker Assistant
Mortgage Loan Processor
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