Your application will be reviewed by a recruiter as quickly as possible. If you’re selected for an interview, you'll meet with the rest of the hiring team. We'll want to learn more about you and what interests you about us.
Prepare for an interview by recalling the work experiences and skills that connect to the role you're discussing. When you answer, use the STAR method: Situation, Task Action, and Results.
A general question:
Describe a time when you became frustrated with a peer or team member.
Situation/Task: A past co-worker would leave details out of their job notes which are shared internally and vital to ensuring our customers received consistent service. In order to create good customer service, these notes needed to be completed thoroughly for information sharing across the team.
Action: I quietly addressed the issue with my co-worker to see if there was something else going on. As it turns out, they weren’t confident in their ability to articulate the notes in the system. Too embarrassed to ask for help, they only added minimal information.
Result: I offered to have my teammate shadow my calls with the customer so they could see first hand the information that was critical to our success. After some 1-on-1 training, we were able to boost their confidence and help them understand the notes needed for the greater team and customer satisfaction.
A customer service question:
Can you tell me about a time when you effectively handled a customer complaint?
Situation/Task: There was one time when a customer was upset because the ATM at our branch was down. The customer needed to check her account balance and the ATM was under repair.
Action: I saw that the customer was upset, so I asked her if I could help. After finding out that she was interested in checking her account balance, I walked her over to our phone kiosk and let her know that she could obtain her balance by calling our 1-800 number.
Result: The customer thanked me and two weeks later my manager received a letter of appreciation from her.
A management question:
When was the last time you gave feedback to an employee who was not performing up to standards? What did you do?
Situation/Task: A new employee was underperforming and struggling in her new role. I needed to determine where the issues were and why the underperformance was happening.
Action: I worked with the employee and discussed what her strengths were. We determined that her background was better suited for a different role.
Result: I shifted her into that role that better suits her skill sets and interest. She's now thriving!