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?

"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."

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.

"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."

What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?

"In any situation where I saw a colleague being unethical and breaking company policy, I would confront them right away in a professional manner. Using my best judgement, I would escalate it to a manager if necessary and would absolutely do that in the case of theft. Last year, a coworker of mine was excluding necessary steps of our nightly cash counting procedures. While she may have likely still been doing things accurately in the end and just trying to save time, I talked to her about the importance of taking all necessary steps in regard to accuracy. She thanked me for my input and always used our steps from that point forward."

While this may seem like a question with a very obvious answer, your interviewer is looking to hear that you value honesty and integrity in any environment that you work in and that you'll do all you can do to promote that within the team at Westpac New Zealand Limited. As you answer, talk about ways in which you've shown honesty and integrity in your work while making it clear that you'll do the right thing if confronted with these situations while working at Westpac New Zealand Limited.

In your opinion, what are the benefits of banking with Westpac New Zealand Limited?

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

The interviewer wants to be assured that you have done your research on Westpac New Zealand Limited. Review their website to find out more about their products and services.

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

What do you know about our services here at Westpac New Zealand Limited and why do you feel we'd be a great place to work?

"As a well known and reputable bank, I have heard from many friends and family members that your checking, savings and loan services are top notch. As I researched a great place to begin a career as a Taller, I was really attracted to your core values of making a difference and taking ownership. As a person that has the desire to be emotionally invested into my work, these are two things that I hold near and dear to my heart as well. If given the chance to join the team here at Westpac New Zealand Limited, I would give it my all to e accountable to your customers in making a small difference in their day."

With this question, your interviewer is looking to see that you have done your prep work and research on the company for this interview while also looking to hear why you feel they are set apart from their competition in the banking industry. Most banks have very similar operating structures and company cultures, so be sure that you try to differentiate Westpac New Zealand Limited from their competitors in your answer. If possible, try to relate your answer to the organization's mission statement and or core values that would be found on their website.

"What I really love about Westpac New Zealand Limited and what draw me this role here is your commitment to community service and being an advocate for the lower income class of our society. Many people with lower income and poor credit are often not given the same financial opportunities as others and I really feel great about the things that you do to be better for them. As well, I am firmly rooted in community service and would be all in with these efforts if given the opportunity to join the team here at Westpac New Zealand Limited."

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?

"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."

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.

At Westpac New Zealand Limited, we expect our Business Analysts to put extra emphasis into the risk management aspects of their project work. How have you performed risk mitigation and risk avoidance in your previous roles as a Business Analyst?

"As you can see from my resume, my Business Analyst experiences come from the software and manufacturing industries where common risks were associated with systematic and operational faults. Similar to the finance industry, I also have experience in helping mitigate legal risk. In my current role, I mitigate legal risk by working with a team of legal experts to know the laws and then develop a series of what-if questions to propose potential scenarios. Based on the what-if scenarios, we can implement specific requirements into the project to help minimize potential risk."

The financial field is often posed with great risks and Business Analysts must always factor potential risks into the equation of any project that they work on. To get a better idea of how you will do this if hired at Westpac New Zealand Limited, your interview is giving you a chance to talk about your knowledge of risk and how you have worked with risk mitigation and risk avoidance in your previous positions. If new to the financial services field, it is important to show that you know that common risks can be systematic, operational, legal and credit related.

"From an early point in my career as a Business Analyst, I learned that a solid analysis process is the key to reducing any risk in a project. Two areas that apply the most are scope creep and impact analysis. To reduce scope creep and avoid any risks associate with it, I ensure that all stakeholders understand the scope of the project from the start and that I check in to validate the requirements as frequently as I can."

Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?

"As a manager, I have a really great history in delegating the right work to the right people in the right amount. Any time that I delegate work, it is important that I put the work in the hands of the right person and I do this by knowing the colleagues that I manager very well. If hired for this role, my immediate goal upon starting would be to get to know my team very well. I would have one-on-one conversations with everyone during my first week and would take the time to read prior performance evaluations. After I have a comfortable handle on my team, my next goal would be to divide up work in the best way possible that gets people working to their strengths."

As the potential next Branch Manager at this branch of Westpac New Zealand Limited, your interviewer wants to hear that you have the innate ability to delegate responsibilities among the team that you'll be managing. For this question, they'll be looking to hear that you you can do this effectively by knowing the strengths and weaknesses of your team members and also that you know the responsibilities of each role that you'll be managing. As you talk about your ability to delegate, make sure to talk about the importance of delegating for both your own efficiency in your work and in the work of your team. As well, don't hesitate to talk about your ability to train others when needed to ensure that the necessary work gets completed.

"My first step in a decision making process to delegate work is to evaluate the task at hand for consideration. I ask myself if it is a duty that I as a manager should be handling first. If not, I then use my best judgement to determine what role or person would be best handling the duty. I ensure that I consider factors like current workloads, KSA's of my team and impact of the task to be delegated in my thought process."

How do you check your work for accuracy?

"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."

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.

"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."

Out of all of our products at Westpac New Zealand Limited, which one would you be most likely to use? Why?

"I would be interested in opening a savings account through Westpac New Zealand Limited. I want to buy a house in the next two years, and I would greatly benefit from talking to one of your financial advisors about it. It's nice to know that I can do my banking, investing, and get a loan in the same place that offers the support I will need to make those big decisions!"

Learn as much as you can about what makes Westpac New Zealand Limited stand out above other financial institutions. Their reputation is their customer service. They offer a comprehensive spectrum of financial products, so if you are interested in investments, find out more about what they offer. Knowledge is power! It will impress your interviewer and give you an advantage in the interview process!

"Of all your products, I would be most likely to open a mortgage with Westpac New Zealand Limited because your rates are incredible and you make the rules surrounding lending easy to understand."

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."

If a customer at Westpac New Zealand Limited 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 New Zealand Limited, 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 New Zealand Limited."

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 New Zealand Limited 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."

What ideas could you bring to Westpac New Zealand Limited to help grow revenue in this branch?

"While I will always be a firm believer that traditional marketing techniques are key to creating new business and revenue, an outside the box approach can always be vital as well. Here at Westpac New Zealand Limited, I would make it a priority for frontline staff like Tellers to be trained in advanced sales skills to help upsell customers in their regular conversations with them. Customers of Westpac New Zealand Limited typically see the frontline workers the most and Tellers are most likely to steer your customers towards revenue generating products."

If hired as the next Branch Manager at Westpac New Zealand Limited, one item that you will be continually tasked and evaluated on is your ability to help grow revenue at the branch through new customer acquisitions and increased sales of banking products. This question gives you the chance to cite your revenue growing skills and how you will apply them to the banking industry. Prior to your interview, be sure to do your research on growth and revenue in the banking industry and think of a creative way or two that can really sell your interviewer on your ability to help drive increased revenues at the branch you are interviewing with.

"Over the past five years, I've become more entrenched in data analytics in my current role to help drive revenue and I think the banking industry can surely use data analytics to help predict customer trends. With the rapidly changing service combinations that banks put out, data analytics could be key in helping predict customer preferences and that data could be put to use to put out the most preferred packages for future customers."

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 ?

"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."

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.

"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."

What are your top three strengths? How will you use them to make an impact at Westpac New Zealand Limited?

"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 New Zealand Limited 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 New Zealand Limited through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."

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?

"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."

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.

"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."

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 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.

"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."

What are one or two of the aspects that you think you would love about our Teller job at Westpac New Zealand Limited?

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

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

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

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?

"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."

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.

"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."

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

"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."

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.

"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."

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?

"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."

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.

"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."

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

"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."

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.

"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."

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

"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."

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.

"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."

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 New Zealand Limited 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."

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

"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."

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.

"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."

At Westpac New Zealand Limited, 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 New Zealand Limited, 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 New Zealand Limited, this ability would greatly help your customers that are in need of personal banking advising."

What are your thoughts on working in a position here at Westpac New Zealand Limited that had a lot of routine tasks each day?

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

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

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

Westpac New Zealand Limited Interview Questions

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1. 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?
2. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?
3. In your opinion, what are the benefits of banking with Westpac New Zealand Limited?
4. What do you know about our services here at Westpac New Zealand Limited and why do you feel we'd be a great place to work?
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?
6. At Westpac New Zealand Limited, we expect our Business Analysts to put extra emphasis into the risk management aspects of their project work. How have you performed risk mitigation and risk avoidance in your previous roles as a Business Analyst?
7. Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?
8. How do you check your work for accuracy?
9. Out of all of our products at Westpac New Zealand Limited, which one would you be most likely to use? Why?
10. Give me an example of how you keep track of details while engaging in conversation.
11. If a customer at Westpac New Zealand Limited had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?
12. Tell me about a time when you demonstrated you were trustworthy.
13. What ideas could you bring to Westpac New Zealand Limited to help grow revenue in this branch?
14. 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 ?
15. What are your top three strengths? How will you use them to make an impact at Westpac New Zealand Limited?
16. 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?
17. In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service.
18. What are one or two of the aspects that you think you would love about our Teller job at Westpac New Zealand Limited?
19. 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?
20. Do you have any experience or knowledge in detecting counterfeit cash or checks?
21. 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?
22. In your mind, why is it important that Westpac New Zealand Limited focuses on customer service?
23. 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
24. How would you deal with an irate customer?
25. In your own personal life, what banking products do you use and what benefits do you see in using them?
26. At Westpac New Zealand Limited, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?
27. What are your thoughts on working in a position here at Westpac New Zealand Limited that had a lot of routine tasks each day?

Westpac New Zealand Limited Interview Questions

1. 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?

2. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?

3. In your opinion, what are the benefits of banking with Westpac New Zealand Limited?

4. What do you know about our services here at Westpac New Zealand Limited and why do you feel we'd be a great place to work?

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?

6. At Westpac New Zealand Limited, we expect our Business Analysts to put extra emphasis into the risk management aspects of their project work. How have you performed risk mitigation and risk avoidance in your previous roles as a Business Analyst?

7. Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?

8. How do you check your work for accuracy?

9. Out of all of our products at Westpac New Zealand Limited, which one would you be most likely to use? Why?

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

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

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

13. What ideas could you bring to Westpac New Zealand Limited to help grow revenue in this branch?

14. 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 ?

15. What are your top three strengths? How will you use them to make an impact at Westpac New Zealand Limited?

16. 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?

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

18. What are one or two of the aspects that you think you would love about our Teller job at Westpac New Zealand Limited?

19. 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?

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

21. 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?

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

23. 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

24. How would you deal with an irate customer?

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

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

27. What are your thoughts on working in a position here at Westpac New Zealand Limited that had a lot of routine tasks each day?