Learn what skills and qualities interviewers are looking for from a bank customer service representative, what questions you can expect, and how you should go about answering them.
When you visit a bank, the first person you interact with is typically a customer service representative, or CSR. These frontline employees provide basic information about bank products and services, process transactions, and resolve customer complaints.
CSRs need to be able to handle customer inquiries and complaints in a professional and courteous manner. They also need to have a good working knowledge of the bank’s products and services. If you’re applying for a CSR position, you can expect to be asked questions about your customer service skills and experience, as well as your knowledge of the banking industry.
To help you prepare for your interview, we’ve compiled a list of sample customer service interview questions and answers.
Customer service representatives often need to talk with customers on the phone. Employers ask this question to make sure you’re comfortable doing so. They also want to know if you have any experience talking on the phone. If you do, share a story about a time when you did it. If you don’t have any experience, explain that you are willing to learn how to do it.
Example: “I am very comfortable talking on the phone. In my last job as a bank teller, I had to call customers who were missing checks or deposit slips. It was always nerve-wracking making those calls, but I got used to it after a while. Now, I’m looking for a new opportunity where I can use my customer service skills.”
Interviewers may ask this question to see if you have experience with customer service and how it can help them determine whether or not you are a good fit for the position. When answering, consider what your favorite practices were that helped you provide excellent customer service.
Example: “I think one of the best customer service practices I’ve learned is to always be friendly and helpful when speaking with customers. It’s important to remember that they’re calling because they need assistance, so being kind and compassionate can go a long way in helping them feel better about their situation. Another practice I’ve found helpful is to make sure I understand exactly what the customer needs before offering any solutions. This helps me avoid making assumptions and ensures I’m providing the right solution.”
Customer service representatives often have to deal with angry customers. Employers ask this question to make sure you know how to handle these situations and keep your composure. In your answer, explain that you would remain calm and try to diffuse the situation as quickly as possible. You can also mention that you would apologize for any inconvenience caused by the bank.
Example: “I once had a customer who was very upset because they were having trouble accessing their account online. They started yelling at me, but I remained calm and explained that there was an issue with the website. The customer calmed down after I apologized and assured them we would fix the problem as soon as possible.”
Customer service software is a common tool used by many banks to help their employees provide better customer service. The interviewer may ask this question to learn about your experience with using these types of tools and how you might fit into the bank’s current processes. If you have experience using customer service software, share what type of software it was and describe some of the ways you used it in your previous role. If you don’t have any experience with customer service software, consider sharing an example of another software program that you are familiar with.
Example: “I’ve worked at my last two positions where we used customer service software. I find that it helps me stay organized when working with multiple customers at once. In my last position, I would use the software to enter information like notes from conversations with customers or details about their accounts. This helped me remember important details so I could provide more personalized service.”
Interviewers ask this question to see if you have the ability to go above and beyond for customers. They want to know that you are willing to do what it takes to help a customer, even when it’s not in your job description.
Example: “When I worked at my previous job as a bank teller, there was an older gentleman who came into the branch every day. He would come in with his cane and sit down at one of our computers. One day, he asked me how to use the computer. I told him I would be happy to show him how to use the computer so he didn’t have to wait in line. After showing him how to use the computer, I helped him complete his transaction. He thanked me profusely and said he appreciated my help.”
Interviewers ask this question to see how you handle situations where you don’t have all the answers. They want to know that you can admit when you don’t know something and find someone who does.
Example: “If a customer asked me about a product or service I didn’t know much about, I would apologize for not knowing the answer and tell them I would look into it right away. Then, I would call another employee over to help with the situation while I looked up the information on my phone. If I still couldn’t find an answer after looking through our resources, I would offer to set up a meeting with the appropriate department so they could explain the product or service in more detail.”
This question is a great way to test your customer service skills. It also allows the interviewer to see how you handle mistakes and learn from them. When answering this question, it’s important to be honest about what happened and how you would react in that situation again.
Example: “I once noticed a mistake while helping a customer with their account. I asked the customer if they could wait for just a moment so I could fix the error. The customer agreed, and I fixed the problem as quickly as possible. Afterward, I apologized to the customer and explained why there was an issue with their account. They were very understanding and thanked me for fixing the problem.”
Attention to detail is an important skill for a bank customer service representative. This question helps the interviewer determine how well you can notice small details about customers and their accounts. Use examples from your previous experience that show you pay attention to details and are able to remember information.
Example: “I have always been good at paying attention to details, which has helped me in my past roles as a bank teller and now as a customer service representative. For example, I noticed one time when helping a customer that they had a $50 bill on their account. They were trying to deposit it into their checking account, but I told them they needed to take it to the cashier’s window because it was too large of a bill to put into the machine.”
If the bank you’re interviewing with has a large customer base that speaks a different language, employers may ask this question to make sure you have experience working with customers who don’t speak English. In your answer, explain how you’ve worked with non-English speaking customers in the past and what strategies you used to communicate with them effectively.
Example: “In my previous role as a bank teller, I had several Spanish-speaking customers come through my line each day. While I’m not fluent in Spanish, I do understand some basic phrases and was able to use those to help these customers complete their transactions. For example, one of my regular Spanish-speaking customers came into the branch looking for a specific type of savings account. I asked her to write down what she was looking for on a piece of paper so I could show it to my manager and find out if we offered that type of account.”
Interviewers ask this question to determine how you prioritize your work and ensure customers receive the best service possible. Your answer should include a specific example of when you used this skill in your previous role.
Example: “When I first started working as a customer service representative, I had a call from a customer who was very upset because they were unable to access their account online. The customer told me that they needed to pay an important bill immediately and couldn’t do so without accessing their account. I asked them if there was any way we could help them with their situation. They said they would be able to come into the bank later that day to make the payment. I assured them that our team would hold their funds until they arrived.”
This question is a great way to see how you can use your interpersonal skills and customer service experience to help the bank. Your answer should show that you understand what it takes to make customers feel comfortable in the office.
Example: “I would greet them with a smile, introduce myself and shake their hand. I would also ask if they have been here before or if this is their first time. If they are new, I would explain our services and tell them about any promotions we’re having. For returning customers, I would ask how their last visit went and if there was anything else I could do for them.”
Customer service representatives must be able to handle complaints from customers. Employers ask this question to make sure you have the skills necessary to resolve customer issues and keep them happy. In your answer, explain how you would use your problem-solving skills to help a customer with a complaint. Explain that you will try to find a solution that makes the customer happy while also protecting the bank’s interests.
Example: “I always start by apologizing to the customer for their experience. Then I listen carefully to what they are saying so I can understand the issue completely. Next, I try to solve the problem as quickly as possible. If it is something I cannot fix on my own, I will contact my manager or another member of management to help me resolve the situation.”
Employers ask this question to learn more about your unique skills and abilities. They want to know what makes you special compared to other candidates. When answering this question, think of a skill or quality that sets you apart from others. You can also mention any certifications you have.
Example: “I am passionate about helping customers find the best financial solutions for their needs. I enjoy learning about new products and services so I can share them with my clients. This passion has led me to become an expert in many different types of accounts and investments. In fact, I recently earned my Certified Financial Planner certification.”
This question can help the interviewer determine if you have experience using the software they use at their company. If you don’t have experience with the specific customer service software they use, explain what other customer service software you’re familiar with and how it compares to the one they use.
Example: “I’ve used Zendesk in my previous role as a bank customer service representative. I also have some experience using Freshdesk, which is another popular customer service software. While both are great tools for managing customers’ issues, I prefer Zendesk because of its ability to integrate with other business applications.”
This question can help the interviewer determine if you have the same priorities as they do. They may be looking for someone who prioritizes customer service, teamwork and accuracy. When answering this question, it can be helpful to mention a specific trait that you possess and how it helps you excel in your role.
Example: “I think the most important trait for a bank customer service representative is empathy. I understand that sometimes people are calling us because they’re having a hard time, so it’s important to me that we make them feel comfortable and welcome. I also believe that showing empathy can help customers feel more confident about their financial decisions.”
Interviewers may ask this question to see how you balance customer service with regulatory compliance. They want to know that you can provide excellent customer service while also following the rules and regulations of your company. In your answer, explain what steps you would take to ensure you’re always complying with all necessary policies.
Example: “I think it’s important to keep customers informed about their accounts at least once a month. I would send out an email or text message every 30 days letting them know if there are any changes to their account. If there is ever a change in interest rates or other major updates, I would make sure to contact them as soon as possible.”
Interviewers want to know how you handle stressful situations and whether or not you can prioritize your tasks. In your answer, show that you are willing to take on challenges and will complete the task at hand.
Example: “I would apologize to the customer waiting in line and ask if they could wait a few minutes while I finish my personal issue. Then, I would quickly resolve my personal matter as fast as possible before returning to work.”
Customer service representatives often have to communicate with customers who speak English as a second language. Employers ask this question to make sure you can handle these situations effectively and professionally. In your answer, explain how you would use your communication skills to help the customer understand what you’re saying.
Example: “I once worked with a customer who spoke Spanish. I used my high school Spanish knowledge to translate some of his questions for him. He was very appreciative of my efforts and said it made our conversation much easier. If I encountered a similar situation in the future, I would try to find someone else in the bank who speaks that language so we could assist the customer together.”
This question is an opportunity to show your interpersonal skills and ability to connect with customers. It’s important to be friendly, empathetic and patient when speaking with a customer who may be upset or frustrated.
Example: “The most important thing to remember when speaking with a customer is that you are the face of the company. If a customer has a problem, they want to feel like you care about resolving it. They also want to know that you understand their frustration and will do everything in your power to help them. I always try to make sure I listen carefully to what they have to say and respond thoughtfully.”
This question can help the interviewer determine your experience with customer service and how you handle challenging situations. Use examples from previous work experiences to highlight your problem-solving skills, attention to detail and ability to communicate effectively.
Example: “At my last job, I had a client who called in frequently about discrepancies on their account. After several calls, I realized that they were simply misplacing their debit card and charging purchases to other accounts. I explained this to them and helped them understand why these charges appeared on their bank statement. They appreciated my patience and willingness to explain things multiple times.”
Customer service representatives must be able to build relationships with customers. This question helps employers understand how you will interact with their bank’s customers. Use examples from your experience that show you can communicate effectively and empathize with others.
Example: “I believe the most important part of customer service is listening to what a customer has to say. I always make sure to listen carefully when someone comes into my branch looking for help. In addition, I try to ask open-ended questions so they feel like they’re being heard. Another strategy I use is remembering details about each person I meet. For example, if I’m helping a family member or friend, I’ll remember things they’ve told me in previous conversations. This makes them feel more comfortable and confident in my abilities.”
Interviewers ask this question to see how you handle stressful situations. They want to know that you can remain calm and professional when a customer is upset, so they may also ask about your communication skills or conflict resolution techniques.
Example: “I once had a customer who was very upset because the bank wouldn’t refund his money after he lost his debit card. I listened carefully to what he said and explained our policy of not giving out cash back on debit cards. He didn’t like it, but eventually understood why we couldn’t help him. We did give him a new card for free, which helped him feel better.”
This question can help the interviewer determine how much you value keeping up with industry news and changes. It can also show them whether or not you have a passion for banking. In your answer, try to explain why it’s important to stay informed about regulations and policies.
Example: “I think it’s very important for customer service representatives to keep up to date on banking regulations and policies because it helps us provide better service to our customers. For example, if there is an upcoming change in policy that affects how we do business, I would want to know so I could prepare my team members and train them on any new procedures. Keeping up to date on these things shows customers that we are committed to providing excellent service.”
This question can help the interviewer determine how you ensure accuracy when working with customers and their financial information. Use examples from your experience to highlight your attention to detail, ability to work under pressure and commitment to quality customer service.
Example: “I use several methods to ensure accuracy when processing transactions. First, I always double-check my math before entering any numbers into the computer system. Next, I make sure that all of the customer’s information is entered correctly before submitting a transaction. Finally, I ask the customer to review the information on the screen to confirm it’s correct.”
This question can help the interviewer determine how you manage multiple tasks and whether you have experience prioritizing. Use your answer to highlight your ability to multitask, prioritize important requests and meet deadlines.
Example: “In my previous role as a bank customer service representative, I often had to complete multiple requests at once. When this happened, I would first check in with customers who were waiting for assistance. After checking in on these customers, I would then focus on completing urgent requests that needed immediate attention. Finally, I would work on any remaining requests that could be completed later.”