Interview questions

Question 1

How do you build relationships when new into a team?

Answer 1

When joining a new team, I prioritize active listening and open communication to understand each team member’s perspective, strengths, and preferences. I make an effort to engage in informal conversations, team activities, and one-on-one meetings to build rapport and foster trust. Additionally, I seek opportunities to contribute positively to team goals, demonstrating my commitment to the team’s success.

Question 2

• How do you ensure you have a good relationship with customers?

Answer 2

To ensure a strong relationship with customers, I focus on proactive communication, understanding their needs, and delivering exceptional service. I would regulary check in with customers to gather feedback, address concerns promptly, and offer personalized solutions that add value to their business. By building trust and rapport, I aim to establish long-term partnerships based on mutual respect and understanding.

Question 3

• Give an example of when you built a collaborative partnership with an individual or another department that helped your area become more productive. How did you go about establishing the partnership and how did your area benefit?

Answer 3

In the Loans admin role, I had to collaborate with the Debit capital markets, product owner and the accounts team. By opening communication and aligning our we developed a cohesive plan that enhanced the process of new deals/ existing deal restructures. As often is the case the day a company needs to draw down can quickly change so working closely with the other departments was vital. Regular meetings and transparent communication were instrumental in establishing this partnership

Question 4

What personality traits/working styles do you find challenging to work with? How do you overcome these challenges?

Answer 4

I find working with individuals who are overly rigid or resistant to change challenging. To overcome these challenges, I focus on building rapport and finding common ground. I actively listen to their concerns, validate their perspectives, and provide clear explanations of the benefits of flexibility or change. By fostering open dialogue and emphasizing collaboration, I aim to mitigate resistance and promote a more adaptable working environment.

Question 5

• Tell me about a time when you’ve worked as part of a team to reach a common goal

Answer 5

In a past project, the team I worked with previously had to produce and get signed numerous account opening forms. There were 4 companies, each with 10 or so individuals to be added as either directors or COIN users within a tight deadline due to them all being in the office on the same day. Each team member took on specific responsibilities based on their expertise, and we kept track of our collective efforts. By leveraging our diverse skills and perspectives, we successfully and professional completed the account openings on schedule, exceeding our customer expectation and receiving positive feedback.

Question 6

Can you give some examples of how you support your team members?

Answer 6

I support my team members by offering assistance and guidance, celebrating their achievements, and fostering a positive work environment. Whether it’s providing constructive feedback, sharing resources, or lending a helping hand during busy periods, I strive to be a reliable and supportive colleague who contributes to our collective success.

Question 7

• Have you ever worked as part of a team that was not effective? What made it ineffective?

Answer 7

Yes, I’ve encountered teams that struggled due to poor communication, lack of clearly defined goals, and interpersonal conflicts. Ineffective leadership, inadequate resources, and a lack of accountability also contributed to the team’s challenges. Reflecting on these experiences, I’ve learned the importance of fostering a positive team dynamic, establishing clear expectations, and addressing issues proactively to enhance team effectiveness.

Question 8

Describe a team where you had to win a colleague over who was reluctant or unresponsive.

Answer 8

In a previous role, I encountered a colleague who was initially hesitant to embrace way of working. To win them over, I took the time to understand their concerns, provided personalized training sessions, and offered ongoing support as they familiarized themselves with the system. By addressing their specific needs and demonstrating the benefits of the software, I was able to gradually earn their trust and cooperation, leading to successful adoption across the team.

Question 9

• How would you vary your communication approach according to audience that you are addressing?

Answer 9

would tailor my communication approach based on factors such as the audience’s level of expertise, communication preferences, and specific needs. For example, when addressing senior executives, I would focus on providing concise, high-level summaries with a strategic perspective. When communicating with technical teams, I would delve into more detail and use industry-specific terminology to ensure clarity and understanding. Overall, I aim to adapt my communication style to resonate with the audience and effectively convey key messages.

Question 10

• How do you view your own communication skills? What are your strengths and what do you need to develop further and how?

Answer 10

I consider myself to have strong communication skills. This is because I prioritize clarity, empathy, and active listening in my interactions. I’m adept at conveying complex ideas in a clear and concise manner, facilitating understanding and collaboration among team members. However, I recognize the importance of continuous improvement and seek feedback to identify areas for growth. Moving forward, I aim to further enhance my persuasive communication skills and refine my ability to tailor messages to audiences.

Question 11

Describe a time when there has been a conflict in the team/group around you. How did you handle this?

Answer 11

In my team there was a disagreement among team member regarding work flow and rota. To address the conflict, I facilitated a team meeting to encourage open dialogue and identify underlying concerns. Through active listening and mediation, I helped clarify misunderstandings, find common ground, and reach a consensus on the best course of action. By fostering a collaborative approach and prioritizing team cohesion, we were able to resolve the conflict constructively and move forward with a unified vision.

Question 12

Tell me about a time when you convinced a colleague that change was necessary. How did you go about it?

Answer 12

I encountered a situation where a colleague was resistant to adopting work flow, rota due to concerns about learning something new. To address their apprehension, I engaged in open dialogue, listening to their concerns and empathizing with their perspective. I then highlighted the benefits of the rota, emphasizing how it could streamline tasks, improve efficiency, and enhance collaboration among team members. Through personalized training sessions and ongoing support, I helped alleviate their fears and demonstrated the positive impact of the change. Ultimately, my colleague embraced the new rota.

Question 13

• How would you describe your ability to initiate changes?

Answer 13

I would describe my ability to initiate changes as proactive, innovative, and collaborative. I actively seek opportunities to identify areas for improvement and leverage my creativity and problem-solving skills to develop innovative solutions. By fostering a culture of continuous improvement and adaptability, I aim to drive positive change that enhances efficiency, effectiveness, and customer satisfaction

Question 14

• Tell me about the biggest change you have had to deal with. How did you adjust to it?

Answer 14

The biggest change I faced was the implementation of a new organizational structure in a previous role, which involved restructuring teams and realigning responsibilities. Initially, I found the change daunting, as it required adapting. However, I approached the change with an open mind, focusing on the opportunities it presented for growth and collaboration. I actively sought support from mentors and colleagues, leveraging their expertise and guidance to navigate the transition successfully. By embracing change as an opportunity for learning and development, I adjusted to the new structure and thrived in the evolving environment.

Question 15

• If successful, you will inherit a customer portfolio; how will you build on the existing business and build trust and rapport with the customer?

Answer 15

If I inherit a customer portfolio, I would prioritize proactive communication and personalized service to build trust and rapport with the customers. I would conduct thorough reviews of their accounts to understand their needs and goals, and identify opportunities to add value. By staying responsive to their inquiries, providing proactive advice, and delivering exceptional service, I aim to strengthen our relationships and cultivate long-term loyalty.

Question 16

• What do you see as the key issues/ factors in negotiating?

Answer 16

Key issues in negotiating include understanding the needs and priorities of both parties, building trust and rapport, and finding mutually beneficial solutions. Effective communication, active listening, and the ability to identify and leverage leverage points are also critical factors in successful negotiation.

Question 17

What skills do you think are most important to being successful in sales?

Answer 17

The most important skills for success in sales include effective communication, active listening, relationship-building, resilience, problem-solving, and adaptability. Additionally, having a strong understanding of the product or service being sold, as well as the ability to anticipate and address customer needs, are essential for achieving sales targets and driving revenue growth.

Question 18

• How do you create profitability with a high degree of customer satisfaction?

Answer 18

Creating profitability with a high degree of customer satisfaction involves delivering value-added solutions that meet or exceed customer expectations while optimizing operational efficiency and cost management. By understanding customer needs, providing personalized service, and fostering long-term relationships, we can maximize revenue opportunities while minimizing costs and ensuring a positive customer experience.

Question 19

• When you are busy, how do you manage a heavy workload?

Answer 19

When faced with a heavy workload, I prioritize tasks based on urgency and importance, utilize time-management techniques such as to-do lists and prioritization frameworks, and delegate tasks when appropriate. Additionally, I maintain open communication with others to manage expectations and seek support or resources as needed to ensure tasks are completed efficiently and effectively.

Question 20

How do you manage your workflow to ensure flexibility where last-minute requests arise?

Answer 20

To ensure flexibility in managing last-minute requests, I maintain a flexible mindset and adapt my workflow as needed to accommodate changing priorities. This may involve reallocating resources, reprioritizing tasks, while minimizing disruptions to ongoing projects.

Question 21

How do you cope with competing priorities?

Answer 21

When faced with competing priorities, I assess each task based on its urgency and importance, prioritize accordingly, and communicate transparently about deadlines and expectations. I also break down complex tasks into smaller, manageable steps and utilize time-management techniques to stay organized and focused. Additionally, I seek support from colleagues or team members when necessary and remain flexible and adaptable in adjusting to changing circumstances.

Question 22

-Describe how you contribute to a branch audit, compliance visit or branch self-assessment. What changes did you initiate pre or post visit?

Answer 22

In preparation for a branch audit, compliance visit, or self-assessment, I ensure that all relevant documentation and procedures are up-to-date and compliant with regulatory requirements. I collaborate with colleagues to conduct internal audits, identify areas for improvement, and implement corrective actions as needed to address any deficiencies. Post-visit, I analyze audit findings and feedback to identify root causes and implement preventative measures to mitigate future risks and ensure ongoing compliance.

Question 23

• How would others describe you?

Answer 23

Others would likely describe me as reliable, proactive, and empathetic. I strive to maintain a positive attitude, foster open communication, and prioritize the needs of both customers and colleagues. Additionally, I aim to be adaptable and resourceful in finding solutions to challenges, earning trust and respect from those I work with.

Question 24

• Can you give me an example of when you had to resolve a problem that had left your customer feeling dissatisfied?

Answer 24

In a situation where a customer experienced a service interruption due to technical issues, I promptly investigated the root cause of the problem and communicated transparently with the customer about the steps being taken to resolve it. I provided regular updates on the progress of the resolution and offered compensation to acknowledge the inconvenience caused. By demonstrating accountability, empathy, and a commitment to resolving the issue, I was able to regain the customer’s trust and satisfaction.

Question 25

Describe a situation where you had to explain something complex to a colleague/client. What problems did you encounter and how did you deal with them?

Answer 25

I encountered a situation where I needed to explain a complex financial concept to a client who was unfamiliar with the terminology. I broke down the information into simpler terms, used visual aids and real-life examples to illustrate key concepts, and encouraged open dialogue to address any questions or concerns. By tailoring my communication approach to the individual’s level of understanding and providing context and clarification as needed, I was able to effectively convey the information and ensure comprehension.

Question 26

• Describe an occasion when you’ve had a challenging customer issue to resolve. What action did you take and why? What did you learn/ what would you do differently?

Answer 26

In a challenging customer issue involving a disputed transaction, I took immediate action to investigate the matter thoroughly, gathering all relevant information and documentation. I maintained open communication with the customer, addressing their concerns empathetically and keeping them informed of the progress. Additionally, I collaborated with internal teams and escalated the issue as needed to ensure a timely resolution. From this experience, I learned the importance of proactive communication, thorough investigation, and diligent follow-up in resolving customer issues effectively. In the future, I would prioritize early intervention and set clear expectations to prevent escalation and mitigate dissatisfaction.

Question 27

How do you ensure your work is accurate? Can you give examples of this?

Answer 27

To ensure accuracy in my work, I utilize various mechanisms such as double-checking calculations, proofreading documents. Additionally, I maintain meticulous records, follow established procedures. For example, for drawing down new loans in the loans admin function I created a checklist for myself and others to use to ensure no steps are missed.

Question 28

We pride ourselves on delivering a high level of customer service which includes getting things right first time. What mechanisms do you use to ensure accuracy in your work?

Answer 28

To ensure accuracy in my work, I employ a systematic approach that includes thorough research, attention to detail, and proactive communication. I double-check calculations, verify data accuracy, and review documentation for consistency and completeness. Additionally, I seek feedback from colleagues in branchs or Head office functions such as DCM, Accounts and adhere to established quality standards and best practices.
By implementing rigorous quality control measures and maintaining a commitment to excellence, I strive to deliver high-quality work that meets or exceeds customer expectations.

Question 29

-Describe a time when you weren’t satisfied with a piece of work/a situation. What did you do about it?

Answer 29

In a situation where I was dissatisfied with the outcome of a LIBI project, I took proactive steps to address the issues and implement improvements. As I was to be training other branches I contacted the original trainers for help and guidance to enhance my own knowledge. I developed an action plan outlining key facts and processes so I could fulfil my role as trainer to the best of my ability. By demonstrating accountability, resilience, and a commitment to continuous improvement, I was able to turn the situation into a learning opportunity and drive positive change.

Question 30

• At Handelsbanken we are empowered to make decisions. We are also responsible for healthy challenge between colleagues around those decisions. Tell me about a time you felt a colleague was not following correct process and/or there was a better approach to a task. Did you challenge them? How?

Answer 30

In a situation where I observed a colleague deviating from established procedures in handling customer inquiries, I approached them privately to discuss my concerns and offer constructive feedback. I emphasized the importance of following correct process for consistency and compliance, and suggested alternative approaches or resources that could help them improve their performance. By framing the conversation as a collaborative effort to enhance effectiveness and align with organizational standards, I encouraged open dialogue and fostered a culture of continuous improvement. My colleague appreciated the feedback and was receptive to making adjustments to their approach.

Question 31

• Handelsbanken is not a target-driven organisation; Employees must have a longer-term want to good business. This requires proactivity – describe how you work proactively.

Answer 31

To work proactively, I prioritize strategic planning, proactive communication, and continuous learning. I would regularly assess market trends and customer needs, anticipate potential challenges, and identify opportunities for growth and improvement. I take initiative to propose innovative solutions, address issues before they escalate, and collaborate with colleagues to drive positive outcomes. Additionally, I seek feedback and seek opportunities for self-development to stay ahead of industry changes and maintain a competitive edge. By adopting a proactive mindset and taking ownership of my responsibilities, I contribute to the long-term success and sustainability of the organization.

Question 32

• How do you decide which tasks to delegate and to whom?

Answer 32

When deciding which tasks to delegate, I consider factors such as the complexity of the task, the skills and strengths of team members, and the urgency and importance of the task. I prioritize tasks that require specialized expertise or alignment with team members’ development goals for delegation. Additionally, I assess workload and capacity to ensure fair distribution of responsibilities and avoid overburdening individuals. I communicate expectations clearly, provide necessary resources and support, and maintain open communication to ensure successful delegation and accountability.

Question 33

• Give an example of a task/project that you felt compelled to complete on your own. What stopped you from delegating?

Answer 33

With an urgent application and tight deadlines, I took ownership of certain tasks that required a high level of attention to detail. While I recognized the value of delegation for efficiency and collaboration, I chose to handle these tasks myself to ensure accuracy, quality, and compliance with regulatory requirements. Factors that influenced my decision included the complexity and criticality of the tasks. Although delegation could have facilitated faster completion, the importance of maintaining and ensuring accuracy justified my decision to prioritize personal involvement in those specific tasks.

Question 34

• Can you give me more detail on your prior experience in credit?

Answer 34

I have had limited experience in credit, I have attended RAKT classes run by Hannah Pearce in the branch as well as completely the chartered banker diploma which covered introduction to Credit, where it went over the basics of ratios and balance sheets.

Question 35

• What do you understand of Handelsbanken Credit policy and approach to lending?

Answer 35

Every year the Central Board of the bank issues policy documents in different areas.
UK Board also issues a UK credit policy documents that apply in the UK regulatory and market environment
Handelsbanken approach is Low risk tolerance –
For corporate customers (including commercial property companies), we may consider lending (overdrafts, loans, derivatives and contingent liabilities) to a new borrower (i.e. any customer that requires a RAKT rating for the first time) with a rating of 3/2 or 2/3 or better.
A credit policy is a high level internal document stating a bank’s credit framework and
objectives.
Also covers, Sanctioning authorities, Credit approval process, aggregation policy, management of problem accounts.

Question 36

• Give me an example of how you have implemented appropriate control frameworks in relation to risk and control in your area of work?

Answer 36

In my previous role, I implemented appropriate control frameworks to mitigate operational risk in the Loans Admin operations. This involved developing and documenting standardized procedures and guidelines. I conducted regular reviews to ensure compliance with regulatory requirements and internal policies, identifying areas for improvement and implementing corrective actions as needed. Additionally, I facilitated training sessions for staff to raise awareness of risk management principles and best practices, fostering a culture of accountability and compliance within the organization.

Question 37

Give an example of how you have strengthened the risk and/or compliance culture within a team/project?

Answer 37

In my current role, I strengthened the risk and compliance culture within my team by implementing regular rota of the blue messages, instruction changes and home news updates. This ensured the branch was keeping on top of on going changes in the bank. It also reinforce best practices, engaging team members in interactive discussions and knowledge-sharing sessions. Additionally, I encouraged open communication and collaboration among team members to raise concerns or questions what was being raised. Fostering a culture of accountability and transparency. By promoting a proactive approach to risk management and compliance, we cultivated a stronger culture of risk awareness and responsibility within the team, enhancing our ability to identify and mitigate potential risks effectively.

Question 38

• What do you understand by the conduct rules? What is their purpose?

Answer 38

The conduct rules are a set of principles and standards of behavior that govern the conduct of individuals working in the financial services industry. Their purpose is to promote integrity, fairness, and transparency in the conduct of business, protect the interests of clients and stakeholders, and maintain trust and confidence in the integrity of the financial system. The conduct rules outline expectations regarding professional conduct, ethical behavior, and compliance with regulatory requirements, serving as a framework for responsible and accountable behavior in the industry.

Question 39

• What are your responsibilities if you suspected you or a colleague had breached a conduct rule?

Answer 39

Complete stage 1 - Conduct rule possible breach form. Send to HR. HR and compliance will then complete stage 2.