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Credit Unions Mock Interview

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

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Question 1 of 30

What do you believe we can improve on, at Company ABC?

How to Answer

The interviewer is not asking for you to give a whole list of what you think they do poorly. This question offers an opportunity for you to point out a single aspect that you could improve on, should you be hired. The point is to show the interviewer that there may be a gap in their offering that you can help fill. Remain positive and upbeat when you give your answer.

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List of 30 Credit Unions Interview Questions & Answers

  • 1.

    What do you believe we can improve on, at Company ABC?

      How to Answer

      The interviewer is not asking for you to give a whole list of what you think they do poorly. This question offers an opportunity for you to point out a single aspect that you could improve on, should you be hired. The point is to show the interviewer that there may be a gap in their offering that you can help fill. Remain positive and upbeat when you give your answer.

      1st Answer Example

      "I believe that Company ABC could serve its customers even better by having a stronger online and social media presence for each community that you serve. I happen to be very passionate about marketing, and quite knowledgable so I am happy to help!"

      2nd Answer Example

      "Although your community involvement is strong, there are opportunities for involvement that would branch out past seasonal volunteer work. I would love to see Company ABC host more community efforts rather than primarily sponsoring the efforts of others. I have an extensive background in volunteering as a volunteer coordinator and could help Company ABC craft a great strategy for this particular community."

  • 2.

    Credit Unions rank higher in customer service than traditional banks. Why do you think this is?

      How to Answer

      Your opinion matters! When you are working for a credit union vs. a traditional bank, it's essential that you can wholly appreciate the difference between the two offerings.

      Discuss why you believe credit unions rank higher in customer service over traditional banks. Be sure to compliment Company ABC if you have had an excellent customer service experience with them.

      1st Answer Example

      "Large banks are for-profit, making them more sales driven. This approach can often mean a lower focus on customer service and impersonal service. When it comes to credit unions, we often have higher community involvement, which translates to better customer service at the same time. Credit unions often have better employee training, which also can mean more personalized service for members."

      2nd Answer Example

      "Credit unions are non-profits, and member-owned, which means they will almost always be more customer-centric. Credit unions are often involved in community groups and take more care than large, and traditional banks can. Also, if we consider geographical location; most credit unions are in smaller, rural communities where service and connection is everything."

  • 3.

    In your opinion, what is the best service or product offered at Company ABC?

      How to Answer

      The interviewer wants to see that you have put time into researching and getting to know the offering at Company ABC. As a well-established credit union, Company ABC offers an excellent range of banking products for their loyal members. Choose which service or product you think stands out from the rest, and why.

      1st Answer Example

      "I appreciate the terms surrounding your Traditional Individual Retirement Arrangement (IRA). When used properly, this tax-deferred retirement plan can significantly benefit your members. Could you share with me what percentage of your members take advantage of this offering?"

      2nd Answer Example

      "The home equity loans offered by Company ABC sound wonderful! Your fixed-rate equity loan offers stability for the members who take advantage. This product is a great option for your members who need money for a one-time or unexpected expense. Set monthly payments mean there are no surprises for your members."

  • 4.

    Are you a Company ABC member?

      How to Answer

      The answer to this question will be straightforward; yes, or no. Depending on your status, you may not be eligible for member approval at Company ABC. If you are not a member, or not eligible to be a member, talk about the fact that you would be a member if possible. If you are a member, be ready to talk about what you enjoy most about banking with Company ABC.

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  • 5.

    You will handle member transactions in this role. Talk to me about your mathematical skills.

      How to Answer

      Expectations are that you handle every member transaction with the utmost care and attention. In addition to this keen sense of detail; strong math skills are also a necessity when it comes to working in a banking environment. Discuss your math skills, showing confidence in your abilities related to cash-handling, counting, and making smooth member transactions.

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  • 6.

    Walk me through your customer service training.

      How to Answer

      A significant part of success in the banking industry comes down to exceptional customer service delivery. This statement is especially true with credit unions who are primarily known for delivering personalized customer service.

      Walk the interviewer through any formal training you have received in the area of customer service. Your education could include on-the-job training, online courses, or even books that you have read in your spare time. Show the interviewer that you have an interest in bettering your customer service delivery. This question is a great time to ask the interviewer about their company-specific customer service training and manuals.

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  • 7.

    How do you protect the privacy of every customer you assist?

      How to Answer

      Credit Unions have many systems in place to protect the privacy of their members. These efforts include technology and monitoring techniques, privacy policies, and renowned training for employees. Discuss the ways you will ensure that you respect the steps Company ABC takes to protect their members.

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  • 8.

    Do you have any sales experience? Would you be comfortable upselling a Company ABC banking product?

      How to Answer

      In the banking industry, customer service can also mean cross-selling or upselling services that you know will benefit the Company ABC member based on their banking habits.

      Show the hiring authority that you would be comfortable turning an everyday bank visit into a sales opportunity. If you have a specific example of a time when you made this happen, be sure to share your story. You can also talk about any sales training you have received.

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  • 9.

    Are you aware that this job has goals and targets? When have you worked in a similar environment?

      How to Answer

      Depending on your role with Company ABC you may have business targets such as opening 25 new savings accounts every month or cross-selling a newly rolled out product.

      Employees of Company ABC must be willing to let customers know about the products available to them, including loans and special offers. Show your awareness of these requirements, and that you have performed tasks like this in the past.

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  • 10.

    How do our fees at Company ABC stack up against traditional banks?

      How to Answer

      Credit unions are non-profit where banks are for profit. For this reason, the fees at Company ABC will be lower and more reasonable than the large banks where people typically do business. With that said, credit unions sometimes have higher interest rates than traditional banks.

      The interviewer would like to know that you have done some research on Company ABC and understand how their offering stacks up against traditional banks.

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  • 11.

    In this role, you will handle thousands of dollars of cash, payments, deposits, and funds transfers. This responsibility requires you to be detail-oriented, accurate, and honest. Does this describe you?

      How to Answer

      The best way to answer this question is to refer to your past performance. You might want to bring in a written performance review where your current boss mentions how reliable you are. You can offer up your references, or talk about a time your supervisor or co-workers complimented you on your work ethic.

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  • 12.

    Do you have any formal education that will help you succeed in this role?

      How to Answer

      Your formal education might be on your resume, but it's time to dig a bit deeper than merely stating your degree. The interviewer wants you to take the time to walk them through which aspects of your education will be most helpful in this role with Company ABC. Think about any transferable skills you gained or any related subjects where you excelled.

      If you do not have formal post-secondary education, you could refer to your high school education (only if you are a recent HS graduate). Otherwise, think of some online learning you have recently completed.

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  • 13.

    Customers can become upset with Company ABC policy at times. How would you handle a customer who is angry because they do not agree with a policy?

      How to Answer

      Part of working in a highly customer-service driven environment is also serving members when they are not happy. The most common complaints in the banking industry surround speed, policy, or unwanted fees. Talk to the interviewer about your approach when it comes to an unhappy customer.

      Some critical steps to customer dispute resolution include:

      - Remaining kind, polite, and pleasant
      - Actively listen to their grievances
      - Apologizing for the situation
      - Maintaining a neutral tone of voice
      - Not taking anything they say, personally

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  • 14.

    Have you been trained in the proper techniques for detecting counterfeit cash and fraudulent checks?

      How to Answer

      Detecting counterfeit cash or fraudulent checks is an important skill to possess when working in the banking industry. Approximately $150 million worth of counterfeit money is currently circulating in the US. For this reason, it's crucial that banking professionals possess the knowledge necessary to detect fake bills.

      It can be simple to detect counterfeit cash, especially with the technology and systems that banks have in place; however, checks can be a bit trickier. Talk about any training you have received. If you are self-taught or new to the industry, that's okay too! Assure the interviewer that you will be careful and detailed with each member transaction.

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  • 15.

    Company ABC puts our members first. How will you always put our members' needs first?

      How to Answer

      Credit union and banking environments are competitive, and one of the factors they compete over is who offers the best customer service! People want to bank where they feel comfortable and welcome. Discuss with the interviewer how you ensure that their members will receive the best service from you, should you be the successful candidate.

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  • 16.

    Tell me about one career achievement you have set for yourself this year.

      How to Answer

      Company ABC wants to know that you have ambitions related to growing your career in the banking industry. When you have goals on the horizon, you show the interviewer that you have an interest in advancing your career and staying in your industry for a long time to come.

      When you do not have goals set, the interviewer can interpret this as you being unmotivated and disengaged. Your goals can be as simple as finishing an online course, learning a new skill, or reaching a sales target.

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  • 17.

    Are you okay with routine work, or do you prefer a mix of responsibilities?

      How to Answer

      Much of a banking environment will be routine; however, the customers you interact with will change daily. So, although banking may offer routine, there is still variety in your day. Show the interviewer that you can handle the balance.

      Let the interviewer know that you understand you will have the same goals and processes each day. At the same time, show that you can manage the challenge that comes with customer interaction and other factors that deliver unpredictability in the workplace.

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  • 18.

    Do you consider yourself a logical person, able to make sound judgments under pressure?

      How to Answer

      A logical person will typically:

      - Pay close attention to detail, ensuring to avoid small errors
      - Be a careful communicator with carefully chosen words and questions
      - Lean on facts versus emotion or opinion

      Tell a story of a time when you delivered a sound judgment under pressure by using your logical skills. If possible, keep your answer work-related.

      If you are new to your career, you can use an example from your post-secondary experience or volunteer work. Be sure to showcase your logic and reasoning abilities. Share a brief overview of the problem, discuss the pro/cons of each decision you could have made, and tell the interviewer why the solution you chose was the best.

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  • 19.

    Have you ever been terminated? If so, what were the circumstances surrounding your termination?

      How to Answer

      Company ABC has to be very careful who they hire, since their employees are privy to sensitive customer and financial information. If you have faced job termination, you must be upfront about the situation. There is a high likelihood that Company ABC will call references, and perform background checks including employment verification so its best that you be open and truthful from the start.

      Being let go from your position is an unfortunate event; however, it happens to the best of us and often for situations that are out of our control. It's best to own up to it if you have ever lost your job. Be brief in your explanation but also let the interviewer know what you learned.

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  • 20.

    If hired, how will you begin to build trusting relationships with our clients and your co-workers?

      How to Answer

      Credit Unions often boast a tighter-knit customer base than traditional banks. Members of Company ABC may have higher expectations when it comes to the level of service they receive from you, and it all begins with connection. With a wide range of backgrounds, and personalities; client and coworker connections can take time to form. Discuss how you ensure an active line of communication right from the start.

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  • 21.

    Your background is not in banking. Tell me what skills and characteristics qualify you for this position with Company ABC.

      How to Answer

      Many people leave their primary industry and move into roles within banking. If you are transitioning between sectors, expect to answer a question like this and come prepared to defend why you want to change industries.

      Your answer should be more profound than the typical, 'banking seems interesting to me' type of response. Think about why you feel that this transition into banking will be beneficial for your long term career.

      Next, the interviewer would like to know which transferable skills you bring to this position. There are many ways that you can be a fit for a job, even though you do not come with direct industry experience. Think about the variety of skills that you have and how those can benefit Company ABC.

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  • 22.

    Are you a patient person? How do you boost your patience level in challenging situations?

      How to Answer

      Have you ever stood in line at the bank and lost patience because of how long the line was taking? Now, put yourself in the shoes of a bank teller who has to face many challenges every day. In the banking industry, you may need to deal with customers who move slowly, customers who argue against bank policy, or those who are flustered due to a long line.

      Patience is a virtue, which means that it isn't always easy to come by! Show the interviewer that you are patient individual by giving an example of a time when you displayed a lot of patience in a frustrating situation. Alternately, you can rely on a performance review where your boss commended you on your high tolerance to stress.

      Impatience can cause a lot of stress and anxiety in coworkers and clients, so it is essential that you showcase your ability to remain patient and professional in workplace situations.

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  • 23.

    How would you approach a task you were not trained to do?

      How to Answer

      Thinking on your feet is an essential trait in the banking industry. There is a lot to learn and know, and many changes in the day as you help a large variety of customers with varying needs. The interviewer wants to see how you approach a situation when you do not possess the knowledge or training required.

      The key to answering this question is to show that you are competent and able to find answers independently. Perhaps you are an excellent researcher, or maybe you ask others for help, without hesitation. Show the interviewer that you would remain calm and collected; doing what you need to get the job done right.

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  • 24.

    Do you have plans for continued education?

      How to Answer

      In many instances, you are not required to hold a post-secondary degree to work in a bank teller role. Other positions within banking do require a further degree. For the sake of career growth, the interviewer would like to know if you are planning to obtain higher education. Of course, this question applies only to those who have completed just a high-school diploma. If you are planning to return to school, discuss what you would want to take. Your answer should reflect an interest in continuing your career with Company ABC.

      Company ABC may even offer tuition support or a reimbursement program for employees who wish to continue their education. If they do provide this type of perk, you can indeed show interest but make sure that your continued education aspirations are related to the industry and job. For instance, you may want to stick to a finance-related topic rather than saying you would like to take courses in zoology.

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  • 25.

    What would you do if you caught a co-worker stealing money from Company ABC?

      How to Answer

      Since you will handle thousands upon thousands of dollars in cash every day, the interviewer wants assurance that you are responsible, keen, and honest. A part of honesty is also holding your co-workers accountable for their actions, and following Company ABC policy. Discuss the steps you would take if you caught a co-worker stealing.

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  • 26.

    One small error can throw off our entire balance. How do you react when you do something wrong at work?

      How to Answer

      In the banking industry, even a small mistake can make a massive impact on business operations. How you react to an error made will tell the interviewer a great deal about you and your honesty level.

      Perhaps the mistake is one that could land you in a lot of trouble. The hiring authority at Company ABC wants to know if you would try to hide the incident, or if you would tell your manager before the situation went beyond repair. Of course, the best way to answer this question is to show accountability.

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  • 27.

    What do you enjoy about your career in banking?

      How to Answer

      Job satisfaction is a vital factor for success, for both you as an employee and Company ABC. Employee turnover is an essential conversation in the workplace as it cost employers thousands of dollars to replace well-trained employees each time one moves on to another job.

      When a company understands what brings satisfaction to their team members, they are better equipped to motivate their team members and ensure a long and healthy relationship. Talk to the interviewer about what satisfies you about your career, and why you work in banking.

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  • 28.

    Looking back to your most recent performance review; what was one area for improvement, and one positive?

      How to Answer

      This question is another way to ask about your strengths and weaknesses. By asking for specific performance evaluations, the hiring authority is more likely to get a direct answer and a better idea of the full picture.

      If you do not have formal performance evaluations, you can also lean on a recent conversation with your direct manager. Your positive highlight can be big or small, but be sure to relate your positive points to the requirements of the Company ABC job posting.

      When you talk about your area for improvement, avoid mentioning something that would make you ineligible for the position. For instance, if you are interviewing for a banking position, simple math should not be your weakness. Also, be sure to discuss that you are actively working to improve this weakness.

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  • 29.

    Do you have any questions about Company ABC or this job?

      How to Answer

      When you come to a job interview prepared with intelligent questions, you are showing the interviewer that you have put care, thought, and attention into preparing yourself for the interview. Make sure the quality of your questions is high. Your questions should be insightful, and not subjects like 'How many locations do you have?' when you know that this information is available through a simple online search.

      Some great questions to ask include:

      - What do you believe sets Company ABC apart from other local Credit Unions?
      - What compliment does Company ABC receive most often from its members?
      - What is your favorite part about working here?
      - What is the Company ABC goal for this position in the next 12 months?
      - Is there anything from my background and experience that I can clarify for you?
      - Is there any reason why you would not hire me?

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  • 30.

    How much do you earn in your current role?

      How to Answer

      Company ABC wants to know if their salary offering will be enough to win you over. Often, potential employers base your offer on what you are currently earning. So, although this question may feel very direct, the better you answer it, the higher the chance that your job offer will be satisfactory.

      If you can, be transparent about your most recent earnings and your future expectations. Keep your answer simple, and to the point. It is okay to ask the interviewer what they are offering in return!

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