The rules of traditional banking are being challenged by customers who are increasingly demanding greater responsiveness and transparency from their financial services provider. This demand, coupled with competition from peer-to-peer lending, credit unions, and alternative lending sources, has had an impact on how banks are doing business.
Candidates who can not only demonstrate sales ability, but a true understanding of the products and services offered by the bank will be able to set themselves apart from many personal bankers who receive little formal training in what are often complex loan laws and regulations. The ability to use customer data to provide targeted products and services will be desired.
Those seeking positions in personal banking can stand apart from their peers by receiving the ABA Personal Banker Certificate. Additionally, those candidates who can demonstrate experience with driving sales and service functions and who have an understanding of retail deposit loans and products will be well-received in interviews.
Sampling of Possible Interview Questions for Personal Banking Professionals:
What do you think is our most popular product?
What are the key elements of a successful customer relationship program?
Can you talk about cross-selling techniques you have used?
What do you believe are the top three things that allow a customer to believe your bank is looking out for his/her financial well-being?
How would you go about attracting younger customers who may have a preference for doing business outside the traditional banking establishment?
Do you use services of our bank? If yes, why do you use it?
Can you discuss some advantages of our products compared to the products of our main competitors?
Discuss your level of experience with analyzing financial statements.
How can customer analytics be used to improve customer communication efforts?
What do you believe is the biggest challenge facing the banking industry?
How do you determine that you are doing everything you can to best meet the financial needs of each customer?
Have you ever partnered with community organizations to improve customer relations and outreach efforts?
Discuss a time when you were under pressure. How did you deal with it?
Discuss your experience with new technology initiatives.
Discuss your experience with using customer analytics to target specific consumer segments.
How would you deal with an irate customer?
What would you do if there was not a suitable solution or product for a customer?
Give an example of a time you made a point to go above and beyond with customer service.
What would you tell a long-time customer who was complaining about high fees and wanted to close his account?