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Credit Card Services Interview Questions

30 interview questions and answers to help you prepare for an interview in the credit card services industry.

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Question 1 of 30

How comfortable are you selling products to Company ABC clients?

How to Answer

Working with Company ABC means that you should be comfortable talking to customers about the variety of products available to them. If you have sales training and previous experience, the chances are that you will have a solid understanding that this role comes with targets and goals. If you have little work experience, it is okay to ask the interviewer for more detail on what the expectations will be in this role.

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30 Credit Card Services Interview Questions & Answers

  • 1. How comfortable are you selling products to Company ABC clients?

      How to Answer

      Working with Company ABC means that you should be comfortable talking to customers about the variety of products available to them. If you have sales training and previous experience, the chances are that you will have a solid understanding that this role comes with targets and goals. If you have little work experience, it is okay to ask the interviewer for more detail on what the expectations will be in this role.

      1st Answer Example

      "I have many years' experience selling a variety of products; both services based and digital and am very comfortable working with customers to uncover their needs as they are related to Company ABC products. Once my product training is complete, I am 100% comfortable in selling and cross-selling your valuable products to deserving customers."

      2nd Answer Example

      "I understand that Company ABC offers an excellent training program. Once I have completed my on-the-job training here, I am confident that I will be ready and very comfortable is selling your products to your valued clients."

  • 2. Do you have sales targets in your current role? How is your performance measured?

      How to Answer

      The interviewer would like to know more about how your success is currently measured. How do you know that you are doing a great job? If you have targets, goals, and metrics in your current position, this question should be straightforward for you to answer.

      Hiring authorities love to hear numbers and percentages since they make your experience easy to relate to and understand. If you did not have sales targets in your last role, discuss the measurements addressed in your performance reviews. If you do not have performance reviews, have you received praise for a job well done?

      1st Answer Example

      "I have a variety of targets in my current position, including average sale per customer, add-on or cross-sale value, call time, and customer satisfaction ratings. My performance is measured using a blend of all these factors. We are asked to review our own performance daily, ensuring that we are always on target. It's a high-pressure sales environment; however, I am a competitive person, so I enjoy the pace. I look forward to learning more about your targets here at Company ABC."

      2nd Answer Example

      "Although I have not worked in a role with specific targets, I am aware of the importance of goal setting in the credit card services industry. Currently, my performance is measured by customer feedback and reviews. I have been the recipient of many happy customer reviews, which makes me very proud. I am eager to learn more about your sales targets at Company ABC. "

  • 3. Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?

      How to Answer

      Every customer-based interaction is different, and the hiring authority would like to see that you can handle any situation that comes your way. If you have some work experience, you have likely come across a demanding customer in the past. Tell a brief story that outlines the challenge, the action that you took, and include the positive result of your actions.

      If you are new to your career, think about a time when you had a problematic professor or had to collaborate on a group project with another student who didn't work positively with you.

      1st Answer Example

      "I have difficult customers a few times a week, considering the call-center environment where I currently work focus' primarily on customers with accounts in arrears. The last situation I recall was a woman who was claiming that around $5,000 in credit card charges were not hers. The issue was that the charges were from places where she shopped regularly. Rather than telling her that we knew her claim to be untrue, I offered a very tempting re-payment plan with late fees waived. She ended up taking the offer, which was great for both parties. If I had this situation again, I would take more time to work with the client to ensure that they did not get themselves into a sticky credit situation again. I believe a large part of my job should include educating our credit clients."

      2nd Answer Example

      "As a recent business graduate, I had had some professors who were very challenging when it came down to their communication skills. One professor was brief when it came to expectations and deadlines. I decided to approach her and ask for more precise guidelines. She was offended and not much help. I am happy that I asked for help, but I could have approached her differently. What I learned was that not everyone communicates as well as I do, and it's crucial that I find clarification on my own rather than expect others to fill in the blanks for me. As challenging as this situation was, it was also a valuable learning experience."

  • 4. Company ABC has a variety of goals and KPIs for each employee. How do you go about meeting and exceeding your goals every month?

      How to Answer

      The interviewer would like to know your approach to ensuring success in the workplace. It's essential that you give the nod to the fact that Company ABC has goals and KPIs waiting for you, should you be the successful candidate.

      The hiring authority would like to hear that you are great with goal setting and organizing your day. When you have a great plan in place, this makes it much easier to meet and exceed your goals. If you have an example of a time when you recently exceeded your goals at work, talk about what you did to get there!

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  • 5. Do you prefer to work for Company ABC in a B2B or a B2C approach?

      How to Answer

      Company ABC will have opportunities present in both business-to-business and business-to-consumer divisions. Before your interview, it is crucial that you research the opportunities available in both divisions. Of course, you want your response to be a match for the position to which you are interviewing. With that said, there will always be an opportunity to grow and be promoted over time. Be honest with the interviewer about your preference, if you have one, but also be sure to express a desire to focus on the position at hand.

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  • 6. Walk me through your experience, managing an end-to-end sales cycle.

      How to Answer

      An end-to-end sales cycle has a variety of stages, including:

      - Prospecting
      - Approaching
      - Negotiating
      - Fulfilling
      - Following Up

      If you are working on an end-to-end sales cycle, you are responsible for finding and contacting the customer, working with them until the sale is complete, and then following up with them; continuing to nurture the sale long after the contracts are signed, or payment is made.

      Walk the interviewer though any experience that you have when it comes to handling an end-to-end sales cycle. If you do have this experience, you could choose to talk about what you learned during your post-secondary studies when it came to the cycle of major assignments, for instance.

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  • 7. Do you have experience using a CRM tool such as Salesforce?

      How to Answer

      Think of the software and programs that you have used in your current and previous roles. Be prepared to discuss the programs that you are most experienced with, being sure to highlight any programs used at Company ABC.

      Popular CRM's include:

      - Salesforce
      - Oracle
      - NetSuite
      - Microsoft Dynamics

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  • 8. Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?

      How to Answer

      Company ABC works with, and keeps, a great deal of sensitive information on their clients such as credit and banking information. For this reason, they will have confidentiality agreements for you to sign as an employee. These confidentiality agreements could also cover trade secrets, sales approaches, and client lists. Talk to the interviewer about your thoughts on confidentiality agreements and assure them that you would never breach a contract.

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  • 9. Do you believe that your co-workers and clients see you as an honest and trustworthy person?

      How to Answer

      The hiring authority would like to know if you are self-aware; recognizing how people see you in the workplace. It's one thing to say that you are an honest and trustworthy person, but it's best if you can support your answer with a real-life example of a time when you acted with integrity. This question is a great time to offer up your references as well.

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  • 10. If you were to accidentally do something wrong at work, what would you do to repair the situation?

      How to Answer

      When working for Company ABC there are a lot of moving parts to ensure that client files are correct, documentation is accurate, and that employees follow all policies to the letter.

      The interviewer would like to know more about your character, and how you would react if you realized that you did something wrong at work. Of course, the best way to approach this is to show that you would own up to the situation while doing everything required to fix the potential issue. Show the hiring authority that you understand the value of ownership in the workplace.

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  • 11. When is it okay to stretch the truth to make a sale or cross-sell a new product?

      How to Answer

      The sales process is a significant part of working in credit card services. You will have targets and goals to achieve, which are very important; however, the interviewer needs to know that you will approach your sales goals with the utmost integrity. You already know that it is not okay to lie, or stretch the truth, to make a sale. Talk to the interviewer about your ability to sell with an honest approach.

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  • 12. Tell me about any formal sales and customer service training you have received.

      How to Answer

      If you have some years of work experience, you have likely received training in customer service and perhaps sales techniques. If you are new to your career, you may have self-trained by watching YouTube channels dedicated to sales techniques. Or, maybe you spend your time reading books on business, sales, and customer service approaches.

      Your formal training could be partaking in an excellent onboarding plan from a former employer, hands-on training, or industry coursework. Be sure to express to the interviewer that you have an interest in continually improving your sales and customer service skills.

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  • 13. Would you break Company ABC policy to satisfy a customer?

      How to Answer

      Company ABC has firm policies in place for many reasons. In the world of finance and credit card services, it's crucial that you follow the guidelines given to you, should you be hired. Some of these guidelines are not only coming from Company ABC, but from the government and various finance and credit laws.

      It's important to note that bending the rules CAN be acceptable, should there be a collective agreement with your supervisor ahead of time. Discuss how you would work around satisfying a customer despite restrictions in policy.

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  • 14. What does it mean to be a persuasive person? Do you think you are persuasive by nature?

      How to Answer

      The power of persuasion is essential in sales, customer service, and the finance industry. Keep in mind that being a persuasive person does not mean that you are arrogant, aggressive, or that you spend your time convincing someone to do something that makes them uncomfortable.

      As a finance and credit professional, you use persuasion to pitch and influence. Discuss what you interpret persuasion to be and be sure to address the fact that you are persuasive when necessary.

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  • 15. What would make you lose your patience with a Company ABC customer?

      How to Answer

      The interviewer wants to see professionalism, poise, and self-control from you; even during the most challenging customer-facing situations. Of course, you would never lose your temper with a customer - a point that you need to make very clear when you respond. Share how you keep your composure, even during the most challenging situations.

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  • 16. What tools can Company ABC provide you, so that you can deliver world-class customer service?

      How to Answer

      If Company ABC hires you, it is in their best interest to provide you with only the best possible tools to make you successful in your new role! There are many tools available to help you succeed, such as excellent training, a robust CRM program, and well-equipped management. Talk to the interviewer about what need to deliver exceptional service to their clients.

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  • 17. Tell me about your experience in developing key internal relationships with Risk Management, Underwriting, and New Accounts.

      How to Answer

      With large companies like Company ABC, there will be many internal departments present, and the interviewer would like to know that you have a history of working well cross-departmentally.

      If you come from a financial services background, you probably have experience working with underwriters, sales teams, and others.

      If you are new to the industry, you will want to speak about your experience working with people who have a job function different from yours.

      If you are a recent graduate, talk about your experience developing relationships with other students during group projects, or how you built relationships with your professors and other staff or faculty.

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  • 18. What does cross-selling mean to you? Tell me two Company ABC products that you could cross-sell.

      How to Answer

      Cross-selling is when you sell a variety of services or products to an existing customer. The point of cross-selling is to increase the amount of product that each customer accepts or purchases. With a cross-selling plan, companies can increase the value of each existing customer, which is generally easier than gaining new customers.

      Talk to the interviewer about what cross-selling means to you. Show that you have done your homework on Company ABC products by discussing what type of 'add-on' you could suggest to an existing customer.

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  • 19. What do you know about credit card services, and how market conditions impact our business?

      How to Answer

      If you are already familiar with the credit card services industry, the interviewer will be expecting a response that reflects your work experience and insight. Discuss recent market conditions and how you have seen conditions impact the credit card services business. If you are new to the financial services industry, you will be giving more of an educated guess.

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  • 20. How has your education prepared you for success in this role with Company ABC?

      How to Answer

      The interviewer wants to know how your education has prepared you for this job with Company ABC. A few highlights you can focus on are some of the relevant financial or sales topics you learned about while attending post-secondary studies. If you have experience working on group projects, share how you improved your listening and communication skills when working with a team.

      While attending post-secondary studies, you likely learned some core skills that would be transferable to any position. Think about what you learned at your highest levels of education and how that knowledge applies to this job.

      Some of these skills could include:

      - Time Management
      - Creative Thinking
      - Proposal Writing
      - Public Speaking
      - Presentation Building
      - Independent Learning
      - Academic Research
      - Self-Motivation

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  • 21. Have you ever worked in a call center environment where your calls are recorded?

      How to Answer

      This question is straightforward since it's either a yes or a no! With that said, be sure to express the fact that you understand why calls are recorded at Company ABC. This action is not one of mistrust, rather an effort that has to take place to protect the company, its employees, and its customers. You can keep your response brief, and to the point.

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  • 22. Do you have strong business and financial acumen?

      How to Answer

      The hiring authority is looking for a suitable match when it comes to the job requirements and your skill level. To showcase your business and financial acumen, you can:

      - Refer to your post-secondary education
      - Discuss how you remain in-the-know on essential business topics
      - Talk about how your current job keeps you sharp in this industry

      Outline what makes you savvy in the business and financial industry, while also expressing to the interviewer that you have an interest in continued learning and growth.

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  • 23. Company ABC gives priority to bilingual candidates. Do you speak multiple languages?

      How to Answer

      Your response will be pretty basic considering you either do or don't, speak multiple languages. What is important here is that you express your ability to learn other languages, or you take the time to overcome this lack of skill by showing that you are highly skilled in other areas.

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  • 24. What is the most helpful piece of customer feedback you have received lately?

      How to Answer

      Feedback is valuable in the workplace and, when it comes directly from customers, this is a prime opportunity for you to learn and grow. The hiring authority wants to see that you are open to feedback and that you take action when you receive it. Discuss one piece of helpful feedback, either formal or informal, that you have received from a customer as of late. If you are new to your career, you can refer to an example from your post-secondary career or volunteer work.

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  • 25. How do you feel about credit cards?

      How to Answer

      Billions of people worldwide lean on credit cards for purchases every day. The interviewer would like to know that you have an appreciation for the service, but that you are also conscious of the fact that some people have a love/hate relationship with their credit cards! Discuss your thoughts on credit cards, why they are necessary, and why it is essential to maintain a healthy relationship with them. Mainly, the interviewer wants to see that you can sell credit card services without hesitation.

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  • 26. Company ABC does a complete background check on all candidates, including a credit check. Do you have strong credit and a clean criminal record?

      How to Answer

      Most companies in the financial and credit card services industry will require strong credit from their employees. Also, a clean criminal record is a must. As an employee of Company ABC you will be privy to a lot of sensitive information so you must be trusted. You must answer this question truthfully and with full disclosure.

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  • 27. Which influencer do you appreciate the most, in the financial realm? What is it that you like about their approach to finance-related topics?

      How to Answer

      Every industry is all about influencers and thought leaders today! The interviewer wants to see that you are in-the-know when it comes to the conversations happening in your industry. Name someone in the finance realm that you listen to, gain advice from, and admire. Since this is an open-ended question, beware of keeping your answer brief and to the point by discussing one or two things that you appreciate about their approach or philosophy.

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  • 28. Do you have any credit products with Company ABC? Why or why not?

      How to Answer

      The interviewer simply wants to know if you bank with them. If you do not, that is okay; you can say that you have been with your current bank for X amount of years and have been loyal. Be sure to express a willingness to try Company ABC products; however!

      If you do bank with Company ABC give a brief list of the products that you use, and what you enjoy most about doing business with them. Either way, keep your response positive.

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  • 29. Have you considered expanding your education in the credit card or financial services realm?

      How to Answer

      If your post-secondary education is not related to the credit card or financial services industry, the interviewer may want to see an interest in future growth. Expanding your knowledge could include college or university coursework, on-the-job training, or self-led learning through podcasts or books.

      It's essential that you show an interest in growing your knowledge; thus, helping you to be more successful in this role. Further education will also open up new opportunities for you within the company, earning you promotions!

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  • 30. Tell me about the last time you made a product suggestion to a customer that helped them in a big way.

      How to Answer

      The hiring authority would like to know more about your customer service skills. Walk the interviewer through a brief story of a time that you recently helped a customer by using excellent sales skills, upselling, or even cross-selling skills. It is important to highlight what the customers' need was, how you went about uncovering that need, and how you closed the deal; all with a happy customer, in the end!

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