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Personal Banker Interview Questions

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Whether you are preparing to interview a candidate or applying for a job, review our list of top Personal Banker interview questions and answers.

  1. How do you deal with angry or unhappy customers to resolve their complaints? See answer
  2. What are three pieces of knowledge that demonstrate your financial literacy? See answer
  3. Name a product that we do not offer that you would offer if given the choice. Why did you choose that product? See answer
  4. What is your knowledge of the different types of loans that this bank offers? See answer
  5. Give an example of a time where you provided excellent customer service. See answer
  6. What is your approach to problem-solving and how have you used it successfully in the past? See answer
  7. Do you have a degree, certifications, or other training related to finance? See answer
  8. How do you work collaboratively with other team members to accomplish goals? See answer
  9. What qualities make you a good personal banker, and how do these distinguish you from other bankers? See answer
  10. Describe your interviewing style when reviewing applicants for various loans. See answer
  11. How comfortable do you feel promoting financial products? Tell me about your sales techniques. See answer
  12. What were some of your biggest accomplishments in your previous positions? See answer
  13. What advice would you give to a customer looking to save more money each month? See answer
  14. What motivated or led you to pursue a career in personal banking? See answer
  15. How do you assess a new client’s financial needs in order to recommend products?
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Hire your next Personal Banker today.

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Hire your next Personal Banker today.

Post a job
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Personal Banker Interview Questions and Answers

How do you deal with angry or unhappy customers to resolve their complaints?

A personal banker works with many people directly, and it's important that they can remain professional to resolve problems. This question determines how a candidate works to provide an optimal outcome. What to look for in an answer: 

  • Problem-solving and conflict resolution skills
  • Ability to stay calm in tense situations
  • Knowledge of when to escalate the situation

Example:

"I begin by asking questions to identify the problem and why it occurred. Whenever possible, I offer the customer a solution based on my training and knowledge of company policies. If it's not possible to offer a solution, I call my supervisor to explain the situation and calmly let the customer know that a manager will be there to speak with them shortly." 

What are three pieces of knowledge that demonstrate your financial literacy?

A successful personal banker must have a solid understanding of various financial products and services to make recommendations to customers. This question gauges an applicant's knowledge of these services. What to look for in an answer: 

  • Professional knowledge of financial services
  • Ability to communicate about technical products in an understandable manner
  • Experience with selling different products

Example:

"I read several financial newsletters to stay up-to-date with the latest products. When recommending a service to customers, I give examples to show how it would benefit them in their daily lives. Some of the complex financial topics I'm familiar with include ... "

Name a product that we do not offer that you would offer if given the choice. Why did you choose that product?

It's beneficial for a personal banker to have knowledge of financial products beyond the standard services that most banks offer. This question aims to determine the applicant's knowledge of complex financial topics. What to look for in an answer: 

  • Knowledge of in-depth financial products
  • Commitment to continuous learning
  • Strategies for selling these products to customers

Example:

"At my previous bank, we offered nontraditional personal loans as a way to provide customers with more options. I volunteered for ongoing training in these types of loans so that I could offer them to customers and explain them in detail. I believe these types of loans would be worth considering at your financial institution."

How do you assess a new client's financial needs in order to recommend products?

An integral part of a personal banker's job is to recommend products to clients based on their financial needs or priorities. This question's goal is to evaluate how a candidate interacts with customers. What to look for in an answer: 

  • Ability to connect with clients quickly
  • Customer-focused mindset
  • Interpersonal and relationship-building skills

Example:

"It's important to ask relevant questions during a conversation with the client to establish their greatest needs. I usually start by asking them to tell me what they would want if they had unlimited amounts of money. This starts a conversation and allows me to get to know the customer on a deeper level."  

What is your knowledge of the different types of loans that this bank offers?

A personal banker may need to recommend or sell various types of loans. This question helps to identify how well the applicant understands the financial services they may be promoting to customers. What to look for in an answer: 

  • Knowledge of various loan types
  • Experience selling different loans
  • Ability to sell these loans to customers

Example:

"I have experience selling many types of loans and feel comfortable explaining these products to customers in a way that makes it easy for them to understand. For example, I know that your institution specializes in commercial loans. In my previous position, I was the top commercial loan salesperson for two consecutive years."

Give an example of a time where you provided excellent customer service.

A personal banker must provide quality customer service to build and maintain positive relationships that benefit the financial institution. This question's goal is to determine how a candidate defines customer service. What to look for in an answer: 

  • How they provided excellent service
  • Understanding of how to work with customers 
  • Willingness to maintain a positive, friendly attitude

Example:

"I strongly believe in a customer-first mindset and apply this belief to each interaction that I have with customers. For example, I once worked with a customer to help them fix an internet issue because they couldn't access their online banking profile. It's important to take those additional steps for customers to make them feel appreciated."

What is your approach to problem-solving and how have you used it successfully in the past?

A personal banker may need to rely on their problem-solving skills to address a customer's complaint or concern. The goal of this question is to evaluate a candidate's problem-solving methods and their effectiveness. What to look for in an answer: 

  • Knowledge of various problem-solving approaches
  • Ability to diffuse a situation
  • Effective communication techniques 

Example:

"I always find it helpful to start by asking the customer how we could make the situation better for them. While it's not always possible to implement their exact solution, asking this question allows me to understand how the customer is feeling and their idea of an optimal outcome. From there, I can begin to work toward solving the problem in an effective way." 

Do you have a degree, certifications, or other training related to finance?

It's beneficial for personal bankers to have a broad knowledge of the financial industry to provide information to customers. Applicants with education related to finance may also bring specialized training to the position. What to look for in an answer: 

  • Relevance of degree or certification in the financial industry
  • Initiative to complete continuous training
  • Skills learned through education 

Example:

"I have a degree in business administration and recently became certified as a financial planner. My educational background has equipped me with the skills and knowledge I need to provide customers with accurate information and make appropriate recommendations for services based on their greatest financial needs." 

How do you work collaboratively with other team members to accomplish goals?

A personal banker may work independently or as part of a team depending on the size of the financial institution. This question determines how a candidate works within a team setting to accomplish mutual goals. What to look for in an answer: 

  • Ability to work as part of a team
  • Interpersonal skills to build relationships with colleagues
  • Communication skills to share information

Example:

"I find it enjoyable to work as part of a team. In my current position, I communicate daily with my co-workers to share information and brainstorm ways to improve processes. When I don't know the answer to a question, I know I can always rely on my team to help me find the answer."

What qualities make you a good personal banker, and how do these distinguish you from other bankers?

A personal banker may need to use many skills to accomplish their job tasks effectively. A candidate's answer to this question shows what qualities they value most in their work. What to look for in an answer: 

  • Explanation of skills needed as a personal banker
  • How they apply those skills in their work
  • Unique attributes they possess

Example:

"I am a very detail-oriented and conscientious employee with a customer-first mindset. These attributes motivate me to provide excellent service to every customer I assist. Rather than settling on an acceptable solution, I keep working until I can find the best solution possible for the customer."

Describe your interviewing style when reviewing applicants for various loans.

A personal banker may be handling various types of loan applications that require interviewing customers to determine their loan eligibility. This question's goal is to evaluate how a candidate approaches this process. What to look for in an answer: 

  • Communication and listening skills 
  • Ability to understand a customer's needs
  • Willingness to work with applicants to find a solution

Example:

"When interviewing loan applicants, I always start by explaining the loan process so they understand what types of questions I'll be asking. It's important to remain professional and tactful throughout the process to make the customer feel comfortable. I work with customers to determine their loan eligibility and offer alternative solutions if they don't qualify for the loan they wish to obtain." 

How comfortable do you feel promoting financial products? Tell me about your sales techniques.

For some personal bankers, part of their job involves promoting and selling various financial products. This question aims to determine how comfortable the applicant feels using sales techniques to sell products. What to look for in an answer: 

  • Knowledge of different sales techniques
  • Prior experience selling financial products
  • Ability to communicate information clearly

Example:

"I have extensive experience in selling financial products, including various banking accounts and personal loans. I'm comfortable using upselling techniques to show a customer how a different product may align more strongly with their needs. I then have a conversation about the product with the customer while being careful not to come across as pushy or confrontational."

What were some of your biggest accomplishments in your previous positions?

The goal of this question is to give the job candidate an opportunity to show their strengths and unique qualifications for a position as a personal banker. What to look for in an answer: 

  • Dedication to their job
  • Strengths and achievements in previous positions
  • Willingness to perform tasks in addition to their everyday responsibilities

Example:

"In my most recent position, I received an award for consistently achieving the highest rankings for customer service among my team. I'm constantly focused on how to provide a better experience for customers, and I'm proud that my last employer chose to recognize me for that accomplishment."

What advice would you give to a customer looking to save more money each month?

Customers may have many questions for personal bankers on a wide range of topics. This question aims to show how comfortable a candidate is with addressing those customer inquiries. What to look for in an answer: 

  • Ability to explain concepts
  • Interpersonal skills to interact with customers
  • Active listening skills to understand customers' needs

Example:

"First, I would ask some questions to get a better understanding of why the customer wants to save money. Based on their response, I may recommend several different options to fit their lifestyle. It's important to have these conversations so that I can fully understand the customer's needs and make the most appropriate recommendation."

What motivated or led you to pursue a career in personal banking?

The aim of this question is to gauge the applicant's interest and passion for banking and financial services to ensure their commitment to the position. What to look for in an answer: 

  • Passion for financial services
  • Commitment to their job 
  • Strengths and qualifications for the position

Example:

"My father worked in banking, and he told me many stories about helping customers with their financial needs. From a young age, I saw that bankers could have a real impact by helping people to manage their money effectively. Also, I've always been a very analytical and data-driven individual, and my career as a personal banker has allowed me to capitalize on those strengths."

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