Response to Interview Question
1. Tell me about yourself?
Thank you for the opportunity, I have close to over six years experience in professional customer service, I am fluent in three languages English, Russian and Farsi. I believe I am very dependable in meeting deadlines and I always keep time
2. Why a teller?
I am interested in the position because I believe I can apply my customer service experience in the role.
3. Why work at RBC?
RBC will offer me an opportunity for excellent career development as well as support from the leaders through coaching and managing opportunities.
4. What do you know about our company?
RBC is one of the largest banks in the world, with offices in Canada, USA, and 37 other countries, offering diversified financial services such as personal and commercial banking, wealth management, Insurance, investor services and capital markets.
5. What made you want to work the position at RBC?
The opportunity to be able to work in a dynamic, collaborative and high performing team as well as the competitive compensation.
6. How your skills will fit the role?
My customer service skills will help me serve the customers better and being a team player will help me work well with my other team members.
7. Why choose this over your current job?
The new role will provide me an opportunity to use my skills and knowledge in a different job and give me a chance to acquire new skills.
8. Why should we hire you? Why should we hire you over others?
I believe my knowledge in customer service, experience and creativity will be very useful to the organization.
9. What do you look for in a job?
I look for a job that will challenge me to use my experience and skill to the fullest and a job that will offer me career development.
10. Why do you want to work for us?
I would like to work for you because I am very interested in the Youth development programs meant to train and support the youth since like the company I believe the young people are the future and we need to invest in them.
11. What would you do for us? What can you do for us that someone else can’t?
In my previous jobs, I was able to perform multiple tasks in a fast-paced environment and also come up with new ways of solving customer complaints and issues.
12. What is the toughest part of a job for you?
I think the hardest part of a job would be dealing with a particular type of customer who may be difficult, on the flip side dealing with an excellent customer will be very rewarding at the end of the day.
13. How would you react to an unsatisfied client, asking you questions that you don't know the answer to?
I will ask the customer to give me some time to get back to him or her and immediately get the answers to his or her question and call back the customer with the answers.
14. How would your previous employer/colleagues describe you?
15. What kind of manager qualities helps you to perform at your best?
The ability to work well in a fast-paced environment as well as being able to multi-task.
16. What accomplishment are you most proud of?
During a sales drive, where staff competed to sign most customers to credit card and account opening, I emerged the best in the entire company. I was thus rewarded by my supervisors. This accomplishment boosted my morale and has helped me to focus on achieving more, by being efficient in my customer services duties and other fields
17. What motivates you?
I am driven by the opportunity to learn new skills as well as develop as an individual and also career wise.
18. Tell us about a time you had a conflict with a co-worker and how you handled the situation?
I have never had a conflict with a co- worker. I always strive to understand people from their point of views, so as to minimize friction at work. To this far, I have not had a bad conflict with my co- workers
19. What are your strengths-tell me 3- Present at least three and relate them to the company and job you are interviewing for.
I have excellent written and oral communication skills which will help in serving clients and working well with my co-workers.
Excellent organization skills, therefore, my quality of work will always be good, and my customer service experience will be useful in solving and meeting customer expectations.
20. What are your Weakness-
I sometimes become over friendly with clients, but I have always acted professionally, and over the years I have worked on that and have improved significantly.
21. When did you receive a service from someone who went above and beyond and give an example? Tell me a time when you went above and beyond for a customer? An Example?
This happened to me when I was getting admission to my college. One of the staff at the admission desk went beyond her call of duty to assist me in getting the registration process. To date, I am sure that without her help, I would have had a difficult time, due to some mix- ups.
There was a day when some expectant mother came to my work station. On that day, there were many customers and staff were busy with other activities. In her condition, I felt that she could not have the energy to queue for the services, like the rest of the customers. I therefore sat her down and took over all her transactions after positively identifying her. She left delighted and referred some of her friends to become our costomers.
22. How did you deal with an irate customer or any other angry person
In my previous job, I was able to deal with an angry customer by staying calm myself and listened more instead of talking back at the client. This way the client was able to vent, and once he was calm, I was able to speak to him calmly and explain the situation.
23. Describe a time you handled a difficult customer?
A client in my previous job was upset because his credit card payment was not going through and yet he claimed he had funds. I was able to empathize with the customer and listen to his concerns, and after contacting the bank officials we were able to resolve the issue, there was a system downtime that caused the payment to be declined.
24. If you had an infuriated client who is upset over fees, how would you handle the situation?
I would try to calm the customer down and explain to him or her the levy.
25. Name a time when you had to reach sales target-
There was a promotion on the sale of credit cards for the branch. I came up with a strategy that ensured that most of the existing clients are issued with pre- approved cards
26. Give me an example of teamwork from your experience-
Referring to no 25 above. The strategy involved some of my colleague who we organized into a team. Each was assigned different tasks and timed. Eventually, my team made it to the top, unlike those who were working individually
27. When have you added value to a transaction in a previous job?
There was in an instance where a customer wanted to bank a foreign currency cheque to pay for some services abroad. I managed to convince him to use Telegraphic transfer, which is easier, traceable and faster. Additionally, the charges levied for the transfer is higher than taking cheques on collection.
28. What are your long and short-term goals?
My short term goal is to learn as much as possible about this great company as I interact with my colleagues. My long-term goal is to grow with the bank to get to managerial roles and become a branch manager
29. Where do you want to go within RBC?
I am passionate about this career. As such, I want to grow with RBC to the greatest possible heights. I am willing to sacrifice my time to work and come up with efficient and creative ways to improve service to customers as well as increase Banks profits.
30. What are your end goals?
My end goal is to learn and grow with the company
31. How do you plan on achieving them?
Through working smart, being a team player, learning and constantly consulting my collegues, being creative and remaining active.
32. What are your future goals?
As explained in the long term goals above, to grow with the company and become a branch manager and eventually a director
33. How can you increase sales? Where do you see yourself 5 years from now?
34. Give us an example of a time when you changed a client's mind from a negative experience to a positive one.
A customer was complaining about text alerts. That they are disturbing her and she needs them deactivated. I managed to educate her on the importance of text notifications. She left smiling and appreciating
35. Are you creative? Yes. Give examples that relate to your current job.
Yes, I am. I know of very many short- cuts that save time when using the system. This creativity assists me in manning the queues
36. What about the job offered do you find the most attractive? Least attractive?
Most attractive- New challenge, Possibility of growth and Pay
Least attractive- Dealing with irate customers once in a while
37. How long would you stay with us?
As long as we both feel I’m contributing, achieving, growing.
38. Can you work under pressures, deadlines, etc.? Yes, it’s a way of life in business.
I am an organized, flexible and innovative person and can easily bend and not break to meet deadlines and upsurge of works
39. How much are you looking for?
Answer with a question, e.g., "What is the salary range for similar jobs in your company?" If the interviewer doesn’t answer, then give a range of what you understand you are worth in the marketplace.
40. How much do you expect if we offer this position to you?
My understanding is that a job like the one you’re describing may be in the range of $ 62,400- $ 70,000. This figure is arrived at after considering both the level of commitment and deliverables that are expected of me and the current market rate.
41. What are your Salary expectations?
