19 Navy Federal Credit Union Interview Questions and Answers

Navy Federal Credit Union is one of the largest credit unions in the United States, with over 8 million members and $91 billion in assets. As a result, they have a lot of positions to fill and a lot of interview questions to ask.

Navy Federal Credit Union interview questions will vary depending on the position you’re applying for. However, there are some common questions that you can expect to be asked in any Navy Federal Credit Union interview.

In this guide, we’ll give you some tips on how to answer common Navy Federal Credit Union interview questions.

Navy Federal Credit Union Interview Process

The interview process at Navy Federal Credit Union can vary depending on the position you are applying for. For internships, the process generally consists of two interviews – one with a recruiter and another with a hiring manager. For other positions, such as customer service representative or business analyst, the process may consist of one or more phone interviews followed by an in-person interview. The difficulty of the interviews also varies depending on the position, but overall the process is relatively straightforward.

1. What is your experience working with customers?

This question is an opportunity to show the interviewer that you have experience working with customers and can help them make a decision about whether or not you are qualified for the position. Use your answer to highlight any customer service skills you possess, such as empathy, communication and problem-solving.

Example: “I’ve worked in customer service roles throughout my career, including at my current job where I am responsible for helping customers resolve their issues. In this role, I use my interpersonal skills to listen to what the customer needs and then provide solutions to their problems. I also use my problem-solving skills to find ways to solve these issues quickly so that the customer has a positive experience.”

2. How would you handle an angry customer? Have you had a similar situation in the past?

This question is designed to assess your customer service skills. It’s important for employees at a financial institution to be able to resolve conflicts and keep customers happy. Your answer should show that you can empathize with the customer, understand their concerns and find a solution.

Example: “I’ve had an angry customer before, but I was able to diffuse the situation by listening to what they were saying and asking questions to clarify. Once I understood why they were upset, I apologized and offered them solutions. In this case, it was a customer who wanted to withdraw money from an ATM but couldn’t because of technical issues. I explained that we were aware of the issue and would give them cash back on their next transaction.”

3. Tell us about your last position and why you left.

This question is a great way to learn more about your background and how you can apply your skills to the position. When answering this question, it’s important to be honest and highlight what you learned from that experience.

Example: “My last position was as an assistant manager at a local restaurant. I left because I wanted to work in a place where I could use my customer service skills and help people with their finances. Working in a restaurant taught me how to interact with customers and solve problems quickly. It also helped me realize that I want to work for a company that values its employees.”

4. Why do you want to work at Navy Federal Credit Union?

This question can help the interviewer get to know you better and understand why you are a good fit for their company. When answering this question, it can be helpful to mention specific aspects of Navy Federal Credit Union that interest you or what drew you to apply for the position.

Example: “I applied for this role because I was impressed with Navy Federal Credit Union’s mission statement and values. I believe in providing excellent customer service and am excited about the opportunity to work at a company that shares my commitment to its members. I also appreciate how much your company focuses on teamwork and collaboration. I think these qualities make for an enjoyable work environment.”

5. Do you have any experience processing loans?

This question is a great way for the interviewer to learn more about your experience with loans and how you process them. If you have any experience processing loans, explain what type of loans you processed and why you were qualified to do so.

Example: “I’ve never had the opportunity to process loans, but I am familiar with the process. In my last role as a teller at First National Bank, we offered home equity loans, personal loans and business loans. I was responsible for helping customers understand their loan options and answering questions they may have had. This helped me develop my customer service skills and knowledge of different types of loans.”

6. When was a time that you went above and beyond for a customer?

This question can help the interviewer determine how you handle customer service and whether or not you have experience in this area. Use your answer to highlight a time when you went above and beyond for a customer, but also show that you are willing to do so again if needed.

Example: “When I worked at my previous job, we had a customer who was having trouble with their account. They were calling us multiple times per week about the same issue, which made it difficult to resolve the problem because they weren’t giving us enough information each time. Eventually, I called them back and told them that I would be happy to help them as much as possible, but that I couldn’t continue to call them every day until they gave me more information.

They apologized and explained that they just wanted someone to listen to them. We ended up resolving the issue together, and she never called us again.”

7. We are looking for someone who can be proactive and make decisions on their own. Would you say that is something that describes you?

This question is a great way to determine how much initiative you take in your work and whether or not you can make decisions on your own. When answering this question, it’s important to show that you are capable of making decisions without needing approval from others.

Example: “I would say that I am definitely someone who takes initiative when needed. In my last role, I noticed an issue with one of our customers’ accounts. I brought it up to my manager, but they said there was nothing we could do about it at the time. So, I researched the problem myself and found out what the issue was. After finding the solution, I presented it to my manager and together we were able to fix the customer’s account.”

9. If we were to ask one of your former supervisors what they liked most about having you as an employee, what would they say?

This question is a great way to learn more about the candidate’s personality and how they interact with others. It also helps employers understand what kind of employee you are, which can be helpful when deciding whether or not you’re the right fit for their company. When answering this question, it can be beneficial to think about your previous supervisors and reflect on what they liked most about you as an employee.

Example: “My former supervisor would probably say that she appreciated my ability to work well under pressure. She said I was always able to stay calm in stressful situations and find solutions to problems quickly. She also mentioned that she enjoyed working with me because I’m always willing to help out wherever needed.”

10. Are you comfortable working with tight deadlines?

This question is a good way to assess your time management skills and ability to prioritize tasks. When answering, it can be helpful to mention a specific instance when you worked with a tight deadline and how you managed the situation successfully.

Example: “Yes, I am comfortable working with tight deadlines. In my current role as an assistant manager at ABC Bank, I was responsible for managing all of our social media accounts. One day, I noticed that we had not posted on any of our social media platforms in over two weeks. I immediately contacted our marketing team to find out why there were no posts being made. They informed me that they were waiting for new photos from our photographer. I told them that if they did not post within 24 hours, I would take over posting duties myself.”

11. Can you tell me about a time when you had a hard deadline, how did you manage it?

This question is a great way to see how you handle pressure and time management. When answering, it can be helpful to mention the deadline itself, what you were working on and how you managed your time to meet that deadline.

Example: “I had a project due at work where I needed to create a marketing plan for a new product line. The company was launching this product in two months, so I knew I would need to get started right away. I met with my supervisor to discuss the timeline and he agreed that we should start immediately. I worked nights and weekends until the project was complete.”

12. What kind of computer programs are you comfortable using?

The interviewer may ask this question to see if you have experience using specific programs that are used in their office. Before your interview, research the company’s website and job description to learn about what computer programs they use. If you have experience with these programs, mention it in your answer. If you don’t have experience with them, explain which programs you’re comfortable learning.

Example: “I am familiar with Microsoft Office programs like Word, Excel and PowerPoint. I also know how to use Google Docs for collaborating on projects and managing my calendar. In my previous role, I learned how to use a program called NetSuite to manage inventory and sales data.”

13. Explain some characteristics that describe effective communication skills.

This question is a great way to show your communication skills and how you can apply them in the workplace. When answering this question, it’s important to be specific about what makes effective communication skills and how they help you perform your job well.

Example: “Effective communication skills are being able to clearly convey information to others while also listening to their ideas and opinions. I find that active listening is an essential part of communicating effectively because it allows me to understand my colleagues’ thoughts and feelings. In my last role as a customer service representative, I had a coworker who was having some issues with her account. She told me she wasn’t sure why her balance didn’t match her recent transactions. I listened to her concerns and asked questions to clarify the issue. After asking more questions, I realized she forgot to update her password after changing it. By actively listening to her concerns, I was able to solve the problem.”

14. If a customer called in asking for information regarding a loan application but could not verify his or her identity, what steps would you take to help them?

This question is designed to test your customer service skills and ability to follow procedures. It’s important to show that you can use your judgment while following the rules of the company.

Example: “I would first ask for as much information about the loan application as possible, including the applicant’s name, date of birth and social security number. If they were unable to provide this information, I would tell them that I cannot release any information until I have all of their identifying details. Then, I would transfer them to a supervisor who could help them complete the process.”

15. In what situations do you feel the need to escalate a problem to your supervisor?

This question can help interviewers understand how you handle conflict and challenges at work. Describe a situation in which you felt uncomfortable with the actions of your supervisor or manager, but you handled it by speaking to them about it.

Example: “In my last role as an assistant manager, I had a disagreement with my manager over our marketing strategy for the upcoming holiday season. My manager wanted to focus on online advertising while I believed we should also invest in radio ads. After discussing my concerns with her, she agreed to include both strategies in our plan. We ended up seeing record sales during that time period.”

16. Our members value confidentiality. What measures would you implement to ensure confidentiality if you are hired for this position?

This question is an opportunity to show your knowledge of the company’s values and how you would apply them in a work environment. Your answer should demonstrate that you understand the importance of confidentiality and are willing to take steps to ensure it.

Example: “I am aware of the importance of maintaining client privacy, so I would make sure all employees understood this as well. We would have regular training sessions on security measures and protocols for handling confidential information. In addition, we would implement password protection software and limit access to sensitive documents to only those who need it.”

17. The majority of our members use multiple channels (online banking, mobile app, etc) to interact with us. How will you provide consistent service across all channels?

This question is an opportunity to show your customer service skills and how you can use them across multiple channels. Your answer should include examples of how you have interacted with customers across different platforms in the past.

Example: “In my previous role, I was responsible for answering questions from our members through both email and phone calls. In this position, I learned that many of our members would prefer to interact with us via email because it’s easier than calling or going into a branch. However, some members still preferred speaking to me over the phone. To accommodate all types of interactions, I developed a system where I would respond to emails within 24 hours and call back any member who left their number if they didn’t hear back from me after two days.”

18. Navy Federal currently serves over 8 million members worldwide. How would you ensure each member receives the same high quality service?

This question is an opportunity to show your customer service skills and how you can manage a large team. Your answer should include examples of how you have managed teams in the past, as well as specific steps you would take to ensure each member receives quality service.

Example: “In my current role, I oversee all aspects of our call center operations. This includes hiring new employees, training them on company policies and procedures and ensuring they are ready to handle calls from members. In addition, I regularly monitor employee performance to make sure they are providing high-quality service to members. If I am hired by Navy Federal Credit Union, I will continue these practices to ensure every member has access to quality service.”

19. Tell me about a time you disagreed with your boss.

This question can help an interviewer learn more about your problem-solving and conflict resolution skills. It can also show how you handle disagreements with authority figures. When answering this question, it can be helpful to focus on a specific example of when you disagreed with someone in a position of power but were able to resolve the disagreement respectfully.

Example: “In my last role as a customer service representative, I disagreed with my manager’s decision to not give raises to any employees for six months. However, instead of voicing my concerns to my manager directly, I brought up my concerns to my HR department. They then helped me draft a proposal that we presented to my manager. After some discussion, my manager agreed to raise our salaries after three months.”

20. 20.

How do you handle stress?

This question is a way for the interviewer to assess your ability to remain calm and focused during stressful situations. Your answer should demonstrate that you can stay positive in challenging circumstances, such as when working with customers who are upset or when facing unexpected problems at work.

Example: “I find that it’s important to take time out of my day to relax and recharge. I try to leave my desk every hour to walk around the office building or go outside for some fresh air. This helps me clear my mind and return to my tasks feeling refreshed. If I’m feeling particularly stressed, I’ll step away from my desk for five minutes to use the restroom or get a cup of coffee. These small breaks help me feel more relaxed and ready to tackle whatever challenges come my way.”