Interview Questions Flashcards
What would you say is one of your negatives?
Getting too engrossed in my work and focusing on just getting the work done means I forget to have fun at work. By living the metro cultures of zest I have brought out a different side to me which likes to get creative with huddles and games in order to inspire colleagues. No longer afraid to bring my own kind of Zest to work
What are your strengths ?
My ability to prioritise workload and multitask to get the job done. I thrive in a busy environment which is something I realised after working in a busy store like Hounslow. I have become the best cashier I can become by overcoming all the different types of challenges that come with working in a busy store and growing as an individual as well as a cashier
Explain the cheque clearing process
Cheques can only be processed During a working day before 6pm. Anything after 6pm is processed the next working day.
The cheque clearing process can be referred to as the 246 process.
DAY 1: All cheques are applied to the account in store, scanned and sent out in the internal mail to the Clearing team.
DAY 2: validation of cheque at clearing
4: funds available for withdrawal for us usually on the fifth day
6: cheque is guaranteed - no chance of it bouncing
Give a time you voiced your opinion within a team, what was the outcome?
Recently I voiced my opinion to the cashier team around how I thought it was wrong that no one had picked up a fellow cashiers champion role which was checking all the CABS were correct and updated on the store Risk Tracker. My colleague was off sick usually took complete charge of this task. I realised that if no one picked this up while she was off sick, there would be a backlog of CABS to check for my colleague when she was back and this was a lot of work for just one person. I decided to voice my opinion in a huddle where I spoke about team work and helping each other out. I said I thought it was unfair that just because the CAB champion was away we should just halt on checking cabs and ensuring we were filling them in correctly. I raised my disappointment and said that I was going to start checking all the CABS that had not been checked and anyone who wanted to offer their help was welcome. I received an immediate response from the cashiers and even CSR’s who offered their support and agreed with my point. As a result the cashiers came together to help check the CABS when they could and this meant that the cab tracker stayed up to date for my colleague for when she was back and ensured any mistakes on past cabs were picked up on immediately and rectified straight away.
Give a time when you have dealt with a query?
Use law firm example of woman who came to query whether we could help her in her abusive relationship
Explain process for foreign cheques
We only take USD and EURO cheques as Since 2014 Barclays made some changes to out cheque clearing process.
Cheques are not applied to the account in store, we raise a CRM customer interaction where certain details are filled out and a form is filled out with the customers signature. A copy of form and cheque is given to customer and they are informed that it can take 6-8 weeks for the cheque to clear. The exchange rate will be what it is the day that the cheque clears. The cheque is then delivered via internal mail to the clearings department who process the cheques and complete the rest of the crm interaction.
Explain the process for a Direct Debit Indemnity Dispute
This is when a customer has had a direct debit taken from account which they believe was wrongly debited.
Direct debit dispute claim is logged on crm as a customer interaction and reaches the clearings team. After successful receipt and review of the dispute clearing will choose to either refund or reject a claim within the 24 hrs of receipt of the dispute using BACS payment system.
Clearing then lease with the originator to have the funds returned to us but if they can provide proof that they had a right to take the direct debit then clearing May debit the customers account back within 28 days of the original dispute.
What is a direct debit guarantee ?
The guarantee is offered by all banks and building societies that accept instructions to pay direct debits.
If there are any changes to the date/ amount / frequency of a direct debit the originator will usually notify the customer ten working days prior to the debit.
The guarantee is that if an error is made in the payment of a direct debit either by the bank or originator, the customer is entitled to a full and immediate refund. If a customer receives a refund which they are not entitled to… we can debit their account back within 28 days of the original dispute date.
Explain the BACS payment process?
3 working days, usually used by clearing to pay customer for indemnity
Why do you want a job in Clearing ?
I enjoy making every wrong right in every aspect at work as I believe there is always room for improvement and customers should receive a fair outcome when it comes to complaints and disputes. Whilst being a cashier I have taken an interest in the background work that is carried out from what cashiers put in through store. This is one of the reasons I took time out to come and shadow most of the teams such as clearing payments accounts servicing to learn mor about what you guys do and where I can see myself.
Why do you want to jump from cashier? Why not CSR?
I have worked as a cashier and maintained customer relations for over two years now. I believe I have the skill set and experience to grow within a role like clearing without having CSR experience. As a cashier in Hounslow I do many indemnity, card disputes, eod’s and deal with customer queries. I have been interested in background work of what cashiers do from the very beginning and I always knew where I wanted to go next. I also knew it was not a necessity to have CSR experience to join some of the teams in head office so I focused on being a great cashier as I have enjoyed this role.
