Financial Services & Banking – Personal Banker – Retail

Position Name: Personal Banker – Retail

Interviewer

Candidate Name

Interview Date

Introductory Questions

– Interviewer(s) share name, role, tenure, and hand business cards for thank you messages
– Share a brief overview of the company
– Give Candidate the Job Description, highlight Job Purpose, Schedule/Travel, Major Challenges & Key Decisions, and Physical Requirements

Tell us about yourself.

Walk us through your resume.

Walk us through your professional background.

What type of environment do you thrive in? What type of management style do you enjoy most?

What are your short and long-term professional goals?

What do you know about our organization?

Transitional & Verification Questions

– Clarify any unclear information from resume or application
– Verify availability for work hours and schedule, start date, and other important details

What interests you about this role?

What interests you about working for us?

Technical Questions

– Ask job related questions, based on skills and competencies needed for the role
– Ask open ended questions that allow candidates to tell a story about a specific example
– Ask 5-10 questions based on the role and how much time you have (~3-4 minutes per question)
– Listen for recent examples, details, consistency, the candidate’s role in the story, and teamwork
– Take notes and ask clarifying questions as follow-ups

What has given you the greatest sense of achievement at work and why?

Behavioral / Situational Questions

– Ask job related questions, based on skills and competencies needed for the role
– Ask open ended questions that allow candidates to tell a story about a specific example
– Ask 5-10 questions based on the role and how much time you have (~3-4 minutes per question)
– Listen for recent examples, details, consistency, the candidate’s role in the story, and teamwork
– Take notes and ask clarifying questions as follow-ups. Follow up questions may include:
- Tell us more about the action you took and the outcome.
- What did you say at that point?
- How did you react to that situation?
- Explain your role in more detail.
- Tell me in detail what steps you took.
- And what was the result?
- Describe the obstacles you faced in getting it done.
- What other options did you consider?
- Why do you think you reacted as you did?
- How do you think others felt about your actions at the time?
- Were you satisfied with the outcome of your actions?
- If the same or a similar situation presented itself, what would you do differently?

Communication

Describe your most recent conflict within a team setting because of a miscommunication and how you were able to solve it.

Situation:

Action:

Result:

Tell me about a time when you had to give instructions to another person who was having difficulty understanding. What did you do?

Situation:

Action:

Result:

Adaptability

What is one of the most challenging changes you have faced at work? How did it impact you? What was the outcome?

Situation:

Action:

Result:

Customer Focused

Give me an example of a time when a customer really tried your patience. How did you handle it?

Situation:

Action:

Result:

Emotional Intelligence

What has been the most difficult criticism for you to receive?

Situation:

Action:

Result:

Initiative

Tell us about a time that you went above and beyond the call of duty.

Situation:

Action:

Result:

Integrity

We generally recognize that policies and procedures are necessary for workplace efficiency. Tell me about a time when you had to work under a policy or procedure you did not agree with. What did you do?

Situation:

Action:

Result:

Planning & Organization

What tools do you use to plan your day? How do these help you determine priorities? How do you keep others informed?

Situation:

Action:

Result:

Problem Solving

Tell me about a problem that needed fixing where you weren’t sure how to approach it.

Situation:

Action:

Result:

Relationship Building

Tell us about a customer relationship that was challenging to establish and maintain. How did you resolve the situation?

Situation:

Action:

Result:

Sales

How do you prepare to call a past or current customer?

Situation:

Action:

Result:

Time Management

What time management tools do you use?

Situation:

Action:

Result:

Candidate’s Questions

– Be sure to leave time for their questions, generally 1-3
– Paint a positive but honest view of the pros and cons of the work and culture

Notes

Closing Questions

– Describe where you are in the process, next steps, and when they can expect to hear back
– Ask if they have any final remarks

What do you hope to find in our organization that you don’t have now?

What is the best thing a previous employer did that you wish everyone did?

Interviewer Assessment

Enter your overall assessment about the candidate’s knowledge, skills, abilities, and fit for this position.

Would you recommend this candidate advance in the process?