17 Head Teller Interview Questions and Answers

A head teller is a bank teller who oversees other tellers and may have some supervisory responsibilities. They typically work in the teller line and may also work in the vault, where they count and store money.

If you’re interviewing for a head teller position, you can expect questions about your supervisory experience, your knowledge of bank policies and procedures, and your ability to handle customer complaints. You’ll also need to be able to count and handle money accurately.

To help you prepare for your interview, we’ve gathered some common head teller interview questions and answers. Review these questions and answers, and then practice your responses so you’ll be ready to answer any question that comes your way.

Are you comfortable working with money and accounting software?

This question is an opportunity to show your interviewer that you have the skills and experience necessary for this role. If you don’t have any prior experience with accounting software, explain what other relevant skills you do have.

Example: “I’ve been working in a bank for five years now, so I’m very comfortable using all of our accounting software. In my current position, I am responsible for balancing accounts every day, reconciling deposits and withdrawals and entering customer transactions into the system. I also use the software to generate reports for management and help customers who need assistance.”

What are some of the most important skills for a head teller to have?

This question can help the interviewer determine if you have the skills necessary to succeed in this role. When answering, it can be helpful to mention a few of your strongest skills and how they relate to the job.

Example: “I believe that communication and organization are two of the most important skills for a head teller. As a head teller, I would need to communicate with other employees about transactions and customer needs. In addition, I would need to organize all financial records so they could be easily accessed by management. These skills helped me excel as a teller because I am good at communicating with others and organizing my work.”

How would you deal with a customer who is upset about a recent change in bank policy?

As a head teller, you may need to handle customer complaints about bank policies. Employers ask this question to make sure you have the interpersonal skills needed to diffuse tense situations and resolve conflicts quickly. In your answer, explain how you would use your communication skills to help customers understand why policy changes were necessary. Share an example of a time when you helped customers adjust to a new policy or procedure at work.

Example: “I would first listen to what they had to say. I find that many people are just looking for someone to listen to their concerns. Once they feel heard, they’re often more willing to accept change. If there is a valid reason behind the policy change, I would share it with them. For instance, if the bank needs to save money, I would let them know that we are making these changes in order to continue providing excellent service.”

What is your experience with risk management?

The interviewer may ask this question to learn about your experience with a specific aspect of banking. In this case, they are likely looking for an answer that shows you have experience working with risk management and how it affects the bank’s bottom line. Use examples from your previous work to explain what you did and why it was important.

Example: “In my last position as head teller at First National Bank, I worked closely with our risk manager to ensure we were following all necessary protocols. We had several instances where employees didn’t follow proper procedures when handling cash or checks, so I met with each employee who made these mistakes to discuss their actions and reinforce company policies. This helped us avoid any fines from the Federal Deposit Insurance Corporation.”

Provide an example of a time when you had to make a difficult decision that affected the entire branch.

This question can help the interviewer understand how you make decisions and how they may affect others. Use examples from your experience that highlight your ability to think critically, communicate effectively and solve problems.

Example: “In my previous role as head teller at a small bank, I had to decide whether or not to hire an additional teller for our branch. The current tellers were already working overtime to keep up with customer demand, so hiring another person would have required us to add more hours to their schedules. However, we also needed to consider the cost of hiring someone new and training them on our processes. After talking with each teller about their workloads and discussing the costs involved in hiring a new employee, I decided to hire one additional teller who could work part-time.”

If a line of customers were to form outside the branch, how would you decide who to serve first?

This question can help interviewers understand how you prioritize your work and interact with customers. Your answer should show that you are willing to serve the most important customers first, while also being fair to those who have been waiting in line for a long time.

Example: “I would try my best to serve everyone as quickly as possible, but I would definitely give priority to customers who had been waiting longer than others. If there were multiple tellers working at the same time, I would ask them to take turns serving customers so we could all get through the line as fast as possible.”

What would you do if you noticed two of your tellers having a heated argument?

Interviewers ask this question to see how you handle interpersonal conflicts. They want to know that you can resolve conflict in a professional manner and keep the workplace safe and productive. In your answer, explain what steps you would take to diffuse the situation and ensure it doesn’t happen again.

Example: “I would first make sure everyone is safe and no one is getting hurt. Then I would separate the tellers so they aren’t yelling at each other. Next, I would call their managers to come down to the floor and help me resolve the issue. If necessary, I would involve human resources or security to ensure everyone’s safety.”

How well do you deal with stress?

Working as a head teller can be stressful. Employers ask this question to make sure you have the skills necessary to handle stress in your role. In your answer, share two or three ways that you manage stress. Try to choose methods that are relevant to working as a head teller.

Example: “I find that I am able to deal with stress quite well. When I feel stressed at work, I take a few minutes to breathe deeply and relax my muscles. This helps me calm down so I can think clearly about how to solve the problem. Another thing I do is talk through the situation with someone else. Talking it out often makes things clearer for me.”

Do you have any questions for us about the head teller position?

Employers ask this question to see if you have done your research on the company and position. They want to know that you are genuinely interested in the job, so it’s important to come prepared with a few questions about the role or the bank itself.

Example: “I do have a couple of questions for you. First, I noticed that there is no formal training program for tellers at this branch. Is there any opportunity for me to learn more about the head teller position? Also, I was wondering what your expectations are for my first 90 days as head teller.”

When was the last time you updated your accounting knowledge?

Employers ask this question to make sure you are committed to your career and want to continue learning. They also want to know that you will be able to keep up with the latest technology in the industry. When answering, think of a time when you took an accounting course or read an article about the field.

Example: “I have taken several online courses on tax law changes over the last few years. I find it helpful to take these courses every year so I can stay current on any new laws. I also subscribe to three different financial newsletters that help me learn more about the latest trends in banking.”

We want to improve our customer service. Give us an example of a strategy you would use to improve customer satisfaction.

Customer service is an important aspect of any financial institution. Interviewers want to know that you have the skills and knowledge to improve customer satisfaction at their company. In your answer, explain how you would implement a strategy to improve customer satisfaction in your role as head teller.

Example: “I believe one way to improve customer satisfaction is by improving communication with customers. I would make sure all employees are aware of the bank’s policies and procedures for communicating with customers. For example, if a customer has a question about their account, they should be able to call or visit the branch and speak with someone who can help them. If we’re unable to assist them, we should direct them to someone who can.”

Describe your experience with handling large amounts of cash.

This question is a great way to determine how comfortable you are with handling large amounts of cash. It also shows the interviewer your experience and confidence in this area. When answering, be honest about your previous experiences and highlight any skills or techniques that helped you manage these situations.

Example: “In my last role as head teller, I was responsible for counting all incoming and outgoing cash at least once per day. This included making sure we had enough money on hand to meet customer needs. I would count the entire drawer each time it came back from being used by customers. I also made sure to keep track of any discrepancies between what should have been there and what actually was.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of all the skills and experiences that qualify you for this role. Focus on what makes you unique from other candidates and highlight any transferable skills or knowledge you have.

Example: “I am passionate about customer service and helping others. I believe that every interaction with customers is an opportunity to build trust and loyalty. In my previous position as a teller, I was able to help many customers resolve issues and answer questions. This experience has given me valuable insight into what customers want and need when they come in.”

Which accounting software are you most familiar with?

This question can help the interviewer determine your level of experience with accounting software. If you have previous experience working as a head teller, describe how you used this software to complete your job duties. If you don’t have any prior experience, explain which accounting software you’re most comfortable using and why.

Example: “I’ve worked in several different banks that use different types of accounting software. I’m most familiar with Intuit’s QuickBooks Pro because it’s easy to navigate and has many useful features for managing accounts. For example, at my last position, I used QuickBooks to create reports on customer transactions and reconcile daily deposits.”

What do you think is the most important aspect of customer service?

Customer service is an important part of working as a head teller. The interviewer may ask this question to see how you prioritize customer service in your work and what skills you use to provide excellent service. In your answer, explain which aspects of customer service are most important to you and why. You can also mention any specific skills or techniques that help you deliver great customer service.

Example: “I think the most important aspect of customer service is listening to customers. I always make sure to listen carefully when customers speak so I can understand their needs. When I know exactly what they need, I am better able to meet those needs and exceed their expectations. Another important aspect of customer service is being friendly and helpful. I try to greet all customers with a smile and offer them assistance whenever possible.”

How often do you make deposits into the bank’s accounts?

This question can help the interviewer understand your experience with making deposits and how often you do it. If you have previous experience as a head teller, you may be able to describe what your typical deposit schedule was. If this is your first time being a head teller, you can talk about how you would make deposits into accounts if you were hired for the role.

Example: “In my last position as a head teller, I made deposits twice a day. The first deposit was at the beginning of the workday when we opened the bank, and the second deposit was in the afternoon after customers had left the bank. This helped me ensure that all transactions were recorded properly and there were no errors.”

There is a discrepancy in one of your tellers’ books. How do you handle it?

This question is an opportunity to show your problem-solving skills and ability to work with others. When answering this question, it can be helpful to mention the steps you would take to resolve the issue and how you would ensure that all parties involved understand what happened and why.

Example: “I have had this happen before at my previous job. I first asked the teller who made the mistake about their process for entering transactions into the system. Then, I reviewed the transaction myself to make sure there was no human error on my part. After confirming that the teller did indeed enter the wrong amount, I spoke with the customer to explain the situation and offered them a discount on their purchase as compensation.”