20 First Citizens Bank Interview Questions and Answers

When it comes to interviews, preparation is key. And if you’re hoping to land a job at First Citizens Bank, you’ll need to know how to answer some specific interview questions.

First Citizens Bank is looking for candidates who are customer-focused, team-oriented, and have strong communication skills. They also want to see that you’re knowledgeable about the banking industry and have the ability to handle customer inquiries and complaints in a professional manner.

To help you prepare, we’ve compiled a list of sample interview questions and answers that you may be asked during your interview at First Citizens Bank.

First Citizens Bank Interview Process

The interview process at First Citizens Bank is generally pretty smooth and straightforward. In most cases, you will start with a phone screen with the recruiter, followed by a meeting with the hiring manager and then possibly some additional interviews with team members. If everything goes well, you should receive a verbal offer within a few days.

1. What are your biggest strengths and weaknesses?

This question is a common one in interviews, and it’s important to prepare for it. When answering this question, be sure to highlight your strengths while also being honest about any weaknesses you may have.

Example: “My biggest strength is my attention to detail. I am very organized and always make sure that all of my work is accurate and well-documented. My weakness is that sometimes I get so focused on the task at hand that I forget to take breaks. This can lead to me feeling overwhelmed or stressed out.”

2. How would you handle an upset customer that is yelling at you over the phone?

This question is designed to test your customer service skills. It’s important for a bank employee to be able to handle difficult customers with tact and grace, so the interviewer wants to see how you would respond in this situation.

Example: “I have had an upset customer call me before, but I was able to calm them down by listening to what they were saying and asking questions to understand their concerns. Once I understood why they were upset, I apologized for any inconvenience we caused and offered to help resolve the issue.”

3. Why do you want to work as a Bank Teller?

This question can help the interviewer learn more about your interest in working at First Citizens Bank. You can answer this question by explaining what drew you to this career and how it fits with your goals and values.

Example: “I want to work as a bank teller because I enjoy helping people, especially when they are having trouble finding information or completing transactions. As someone who is detail-oriented and organized, I find that working as a bank teller allows me to use my skills while also providing excellent customer service.”

4. Do you have any experience with cash handling or operating a cash register?

This question is an opportunity to show your skills with handling cash and working in a customer service role. If you have experience, describe it in detail. If not, explain that you are willing to learn the process if hired.

Example: “I worked as a barista for two years at a local coffee shop. I was responsible for counting out change for customers and balancing my register each day. I also had to deposit money into the bank on a daily basis.”

5. Have you had any previous jobs where you dealt directly with customers?

This question is a great way for the interviewer to learn more about your customer service skills. If you have had previous experience, be sure to highlight any specific examples of how you helped customers or clients with their needs and what positive outcomes resulted from your actions.

Example: “I worked as a teller at my local bank for two years before I started working here. During that time, I learned a lot about how to interact with customers in a friendly and helpful manner. I also developed strong communication skills that help me explain complex financial concepts to customers who may not understand them.”

6. Are you comfortable with sales?

This question can help the interviewer determine if you have experience selling products or services. If you do, they may ask you to describe a time when you sold something and how it helped your previous employer. If you don’t have sales experience, you can talk about other ways you’ve helped increase revenue for an organization.

Example: “I worked as a customer service representative at a local electronics store where I was responsible for helping customers find the right product for their needs. One day, a customer came in looking for a new laptop but didn’t know what features were important to them. I asked questions to learn more about their current computer and what they used it for. Then, I showed them several laptops that met their criteria and explained why each one would be a good fit.”

7. How often do you go into your local bank, if ever?

This question is an opportunity to show the interviewer that you are familiar with their company and its services. If you have used First Citizens Bank in the past, share a positive experience you had at one of their locations. If you haven’t been to a branch before, explain why you would be interested in doing so.

Example: “I go into my local bank about once every two weeks. I find it helpful to check my balance and make deposits when I’m out running errands or on my lunch break. It’s also nice to get to know the tellers who work there because they can help me if I ever need assistance.”

8. Tell me about a time when you made a mistake and how you handled it.

Employers ask this question to learn more about your problem-solving skills and how you handle challenges. When answering, try to focus on a time when you learned from your mistake and improved your performance or behavior.

Example: “When I first started working as a teller at my previous job, I was so focused on helping customers that I forgot to count the money in one of my customer’s deposit bags. Luckily, they were understanding and we worked out a solution where they deposited an extra $50 to cover the missing funds. After that happened, I made sure to double-check all of my work and make sure I’m counting everything correctly.”

9. Describe a situation where you had to deal with an angry or frustrated customer. How did you handle it?

An interviewer may ask this question to understand how you handle conflict and challenging situations. This can be an important skill for customer service roles, as it shows that you’re able to diffuse a situation and provide excellent customer care. In your answer, try to explain what steps you took to resolve the issue or calm the customer down.

Example: “In my previous role, I had a customer who was upset because they were having trouble accessing their account online. They were frustrated because they needed access to their account in order to pay some bills. I apologized for the inconvenience and explained that we were aware of the problem and working on fixing it. I also offered to call them once the issue was resolved so they could make their payment over the phone.”

10. If hired, what would be your approach to helping customers open new accounts?

This question helps employers understand your customer service skills and how you would interact with customers. Use examples from previous experience to show the interviewer that you can help customers in a friendly, helpful way.

Example: “I enjoy helping customers open new accounts because it’s an exciting time for them. I make sure to listen carefully to their needs and answer any questions they have about the account. I also explain all of the features and benefits so they know what to expect when using the account. In my last role, I helped a customer open a checking account, savings account and credit card. She was very happy with her new accounts and said she felt comfortable asking me questions in the future.”

11. Can you tell us about a time when you resolved a conflict between two co-workers?

This question can help the interviewer learn more about your interpersonal skills and how you resolve conflicts. Use examples from your previous experience to highlight your conflict resolution skills, communication skills and teamwork skills.

Example: “In my last role as a customer service representative, I had two team members who were constantly arguing with each other. One of them was always late for work, which caused her to miss important training sessions that could have helped her improve her performance at work. The other employee felt like she wasn’t being treated fairly because she was doing most of the work while the other employee was missing training opportunities.

I spoke with both employees separately and learned that they were having different issues but wanted to find a solution together. We came up with a plan where the employee who was often late would start arriving 15 minutes early every day so that she could complete all of her training before starting her shift. This allowed the other employee to focus on her job without feeling overwhelmed.”

12. We value communication skills here at First Citizens Bank. Do you think you would be a good fit for our team?

This question is a great way for the interviewer to get an idea of how you feel about working at First Citizens Bank. It’s important that you answer honestly and openly, as this can help them make their decision on whether or not to hire you.

Example: “I think I would be a good fit here because I value communication skills myself. I’m always looking for ways to improve my communication with others, so I’d love to work in a place where it’s valued as well.”

13. How would you describe your leadership style?

This question can help the interviewer understand how you would approach your role as a manager. When answering, it can be helpful to describe a specific situation where you demonstrated leadership skills and helped achieve positive results.

Example: “I believe that effective leaders are those who have strong communication skills, empathy for others and an ability to motivate their team members. In my previous position, I had a new employee who was having trouble with her work performance. She wasn’t meeting deadlines and seemed stressed out about her job. I asked her if she wanted to talk about what was going on and learned that she felt overwhelmed by her responsibilities. I reassigned some of her tasks so she could focus on the ones she enjoyed most and provided additional training when needed.”

14. What personal qualities do you believe make an excellent Sales and Service Representative?

This question can help the interviewer get to know you as a person and how your personality might fit in with their company. Use examples from your own life that show what makes you an excellent salesperson, but also highlight any qualities that are important for customer service representatives.

Example: “I believe that being empathetic is one of the most important qualities for a successful sales representative. I always try to put myself in my customers’ shoes when they’re making a big financial decision so that I can understand their concerns and address them effectively. In addition, I think it’s essential to be organized and detail-oriented because this helps me keep track of all the information I need to provide to clients.”

15. At First Citizen’s Bank, we require all of our financial services representatives to develop strong relationships with clients in order to help them meet their financial goals. Is this something you feel you would be able to do?

When an interviewer asks you this question, they want to know if you have the interpersonal skills necessary to succeed in their organization. To answer this question effectively, make sure to highlight your communication and customer service skills.

Example: “I believe that developing strong relationships with clients is essential for providing them with excellent customer service. I am a very empathetic person who genuinely cares about my clients’ financial well-being. When I was working as a teller at First Citizens Bank, I noticed that many of our customers were having trouble managing their finances. So, I started offering free budgeting classes to anyone who wanted to attend. This helped me develop stronger relationships with some of our more vulnerable clients.”

16. What does outstanding customer service mean to you?

This question can help the interviewer determine if you have similar values to First Citizens Bank. Customer service is a major part of their business, so they want to make sure that you understand this and are willing to provide excellent customer service yourself. In your answer, try to explain what you think outstanding customer service looks like and how you would deliver it in your role at First Citizens Bank.

Example: “Outstanding customer service means providing customers with an experience that makes them feel valued and appreciated. I believe that every interaction we have with our customers should be positive and helpful. If they need assistance or information, we should be ready to give it to them as quickly as possible. We should also be proactive about identifying ways we can improve our services for our customers.”

17. Provide an example of a time when you went above and beyond for a customer.

This question is an opportunity to show your dedication and commitment to customer service. When answering this question, it can be helpful to think of a specific situation where you went above and beyond for a customer.

Example: “When I worked at my previous job as a bank teller, one of my customers came in with a large stack of paperwork that they needed to deposit into their account. They were in a rush because they had to leave for a meeting, so I offered to help them count the money and deposit it into their account while they waited. This helped them get out of the bank faster and made them happy.”

18. Tell us about a time when you had to adapt and adjust to change quickly.

This question can help an interviewer learn more about your ability to adapt and adjust to new situations. When answering this question, it can be helpful to describe a specific situation where you had to quickly adapt or change something in order to complete a task successfully.

Example: “In my previous role as a teller at a local bank, I was responsible for helping customers with their banking needs. One day, the manager called me into her office and told me that they were going to eliminate my position due to budget cuts. She said she would try to find another position within the company for me, but if not, she would help me find other employment opportunities.

I took a deep breath and thought about what I could do next. I decided to apply for a job as a teller at First Citizens Bank. After submitting my application, I learned that First Citizens Bank was hiring for a teller position. I applied for the job and got hired. Now, I am working as a teller here at First Citizens Bank.”

19. As a Financial Services Representative, you will need to keep up with changing regulations. What steps would you take to ensure compliance?

This question can help the interviewer understand your commitment to regulatory compliance and how you would ensure that First Citizens Bank maintains its reputation as a trusted financial institution. Your answer should include steps you plan to take to stay up-to-date on regulations, including any professional development courses or certifications you may pursue in the future.

Example: “I am committed to maintaining my knowledge of current regulations so I can provide accurate information to customers and assist them with their needs. In addition to regularly reviewing industry publications for updates, I plan to enroll in an online certification program through the Financial Services Institute next year.”

20. Do you have any experience using Microsoft Office applications?

This question is a common one in many different types of interviews. It allows the interviewer to assess your experience with using specific software programs and applications that are used by their company. In your answer, you should list which Microsoft Office applications you have experience using and describe how this has helped you perform your job duties.

Example: “I have extensive experience using all of the Microsoft Office applications including Word, Excel, PowerPoint and Access. I use these tools on a daily basis for my current role as a financial advisor at First Citizens Bank where I help clients create budgets, manage their finances and plan for retirement.”