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interview questions
| Question | Answer |
|---|---|
| tell me about yourself | This position aligns with my skills and experince. I have a strong background in customer service and financial services. I have experience working as a licensed Medicare insurance agent, where I worked directly with customers by phone, explained complicated financial and insurance information in terms they could understand , and I helped people make decisions based on their individual needs. I also have experience, using dual screen computer systems, and handling sensitive customer information. |
| Why do you wan to work for S&T bank? | i'm interest in S&T because it's a well-established community bank with a strong emphasis on customer relationships. I also like that his postion isn't just simply anwering phones. Youre actually helping customers solve problems, explaining banking services, and identifying opportunties to meet additional needs. that's very similar to the customer-focused approach i've used in financial services |
| Why are you interested in the Telephone Financial Consultant position? | The position fits my strengths very well. I'm comfortable communicating with people by phone, asking questions to understand what they need, explaining financial products and processes, and working with computer systems while talking to a customer. I also like that the position allows me to use my previous financial-services experience while learning S&T's specific products and procedures. |
| Tell me about your experience working with customers over the phone | A significant part of my insurance experience involved telephone conversations with customers. I learned that you have to listen carefully because you can't rely on body language or visual cues over the phone. I try to let the customer explain the situation, ask appropriate questions, confirm that I understand the problem, and then clearly explain what I can do to help |
| How would you handle an angry or frustrated customer | First, I would remain calm and let the customer explain the problem without interrupting unnecessarily. I would acknowledge their frustration and make sure I understand exactly what happened. Then I would explain what I can do to resolve the issue. If I couldn't immediately solve it, I would be honest about that and explain what the next step would be. My goal would be for the customer to feel that I took ownership of the problem rather than simply passing them off |
| What would you do if you didn't know the answer to a customer's question | I would never guess when dealing with a customer's finances. I would tell the customer that I want to make sure I give them accurate information, then use the appropriate resources or ask someone with the proper knowledge. Once I have the correct information, I would come back to the customer and explain it clearly |
| How do you make sure you don't make mistakes | I slow down when accuracy is especially important, verify information before submitting or changing anything, and make sure I've understood what the customer is requesting. I also believe in following established procedures rather than taking shortcuts. In financial services, accuracy and protecting the customer's information have to come before speed. |
| How would you handle a customer who wants something you aren't authorized to do? | I would explain what I can and cannot do within my role and the bank's procedures. I wouldn't make an exception simply to make the customer happy. I'd look for an appropriate solution, such as involving a supervisor or another department if necessary. I think protecting the customer and the bank has to come first |
| Are you comfortable recommending additional products or services to customers? | Absolutely. My approach to sales is needs-based rather than pushy. I would listen to what the customer is telling me and, if I recognize a product or service that could genuinely help them, I'd explain it and offer to connect them with the appropriate banker. My insurance experience taught me that customers respond much better when you're solving a problem rather than simply trying to sell something |
| Tell me about a time you had to explain something complicated to a customer. | In insurance, I regularly had to explain plans, coverage, costs, and differences between products to people who weren't familiar with insurance terminology. I learned to avoid industry jargon and break the information into smaller pieces. I would then ask questions to make sure the customer understood before moving forward. I would use the same approach with banking customers. |
| How would you recognize a potentially fraudulent transaction? | I'd pay attention to information that doesn't seem consistent with the customer's normal activity or to situations that raise security concerns. I would follow S&T's established verification and fraud procedures rather than making assumptions. If something appeared suspicious, I would escalate it through the appropriate process. I understand that protecting the customer is more important than simply completing a transaction quickly |
| How comfortable are you with computers and learning new software? | “I'm very comfortable with computers and learning new software. I've worked with multiple computer-based systems throughout my professional experience, and I'm comfortable learning a new system through training and hands-on practice. I actually enjoy learning software because once I understand how a system works, I can usually become very efficient with it |
| How would you handle several things happening at once—talking to a customer, looking something up, and entering information? | I would stay focused on the customer while systematically working through the necessary steps. I'd listen carefully, verify the information I'm entering, and avoid rushing just because there is another task waiting. If I needed to place the customer on a brief hold to research something, I would explain why and thank them for waiting. Accuracy is more important than trying to appear fast |
| What are your strengths? | My strongest qualities are communication, patience, and attention to detail. I've spent a lot of time working with customers over the phone, so I'm comfortable listening and explaining things clearly. I'm also patient when someone is confused or frustrated. And because I've worked in financial services, I understand the importance of being accurate and careful with sensitive information. |
| Why should we hire you? | “I think my experience is a pretty good match for what you're looking for. I've worked with customers over the phone, I've worked in financial services, and I'm comfortable explaining things to people and working with computer systems. I also understand the importance of accuracy and protecting people's personal information. I think I could bring those skills to the position and learn the S&T-specific systems and procedures fairly quickly |
| what are your weaknesses part one | I think one of my weaknesses is that I can sometimes spend a little too much time making sure I've gotten something exactly right, especially when I'm learning something new. I've learned to balance that by making sure I'm accurate while also recognizing when I have enough information to move forward |
| what are your weaknesses part two | I'm sometimes a little reserved when I first meet people. Once I get comfortable with someone and understand the environment, that goes away. I've learned that asking questions and getting involved early helps me get comfortable much faster. |
| What would your previous employer say is your biggest weakness? | Probably that I can be overly cautious sometimes. I like to make sure I understand something before I act on it. In financial services, though, I think there's a difference between being unnecessarily slow and taking the time to make sure you're doing something correctly |
| STAR | situation task Action Result |
| situation | what was happening |
| task | What did you need to accomplish |
| Action | What did you personally do? |
| Result | What happened because of your action |
| tell me about a time you dealt with a difficult customer. | Situation: “I had a customer who was very frustrated about an insurance issue.” Task: “My job was to understand what was wrong and find a solution.” Action: “I let the customer explain the situation, asked questions to clarify it, and then explained the available options without getting defensive.” Result: “The customer calmed down, understood their options, and we were able to resolve the issue.” |
| Why did you leave bankers life and casualty? | I resigned because my personal schedule changed and I needed a schedule that was more compatible with my availability. I'm now looking for a position where I can make a consistent commitment to the schedul |
| Why did you leave UnitedHealth care | During my 15 years with that company, I consistently met performance metrics, and was recognized with multiple sale awards. However, my sales performance suddenly was not meeting the company expectations |
| Were you fired from UnitedHealth | Yes. My sales performance wasn't meeting expectations, and the company ultimately decided to end my employment. It was a long time ago, and I learned from the experience |
| Do you have any questions? | What does a typical day look like for someone in this s position? |
| Do you have any questions? | How soon do you expect a new employee to be up and running with minimal help? |
Created by:
parkshade