Why this matters:

Modern-day financial institutions use technology to bring ease and security to the banking experience. As customers’ money management partner, a personal banker must possess comprehensive knowledge of the many purposes of web, ATM, and mobile banking platforms. Candidates who are already familiar with this technology will have a head start in helping customers access these time-saving efficiencies.

What to listen for:

  • Understanding of how banking software can be used to oversee transactions and account balances
  • Knowledge of how to enter data in banking software programs and open new accounts
  • The ability to explain mobile banking tools to someone who has limited experience with technology

Why this matters:

Personal bankers present your bank’s financial products to customers, explaining the advantages and how a product could help them achieve their money goals. In-depth knowledge of specific offerings is a necessity for a personal banker to effectively market your products to customers who may know nothing about them.

What to listen for:

  • A specific mention of one of the financial products your bank offers
  • Examples of potential customers who would find the product useful
  • The ability to explain the product’s functions and features in clear, easily comprehensible language

Why this matters:

A personal banker is the customer’s window into the world of financial services. When a customer has specific goals about saving, lending, and investing, the personal banker should have the know-how to quickly provide a list of options. This means candidates must possess thorough knowledge of commonly used financial products and relevant variables such as tax regulations and interest rates.

What to listen for:

  • Comprehensive understanding of common advisory topics such as trusts, bonds, currencies, insurance, and loans
  • A good memory for details and an aptitude for problem-solving
  • Up-to-date knowledge of how recent market trends could affect customers’ finances

Why this matters:

Personal bankers work in a dynamic environment where long hours and new, unfamiliar products can add stress to their day-to-day life. On top of these considerations, they also act as the bank’s representative to the public. This question will probe a candidate’s ability to maintain a professional tone and helpful attitude whenever they interact with clients, despite strain or stress.

What to listen for:

  • Good interpersonal skills and a respectful attitude
  • The ability to maintain a professional outward appearance while under pressure or stress
  • Experience in developing meaningful relationships with customers is ideal

Why this matters:

It is highly probable that at some point in their career a personal banker will encounter a customer who argues against their array of recommended financial services. When this occurs, the personal banker needs to manage the situation appropriately and turn the disagreement into a successful marketing and sales opportunity.

What to listen for:

  • Candidates who will not resort to anger or defensiveness if their advice is challenged
  • An evidence-driven approach to making the case for a financial product
  • An attempt to empathize with the customer’s concerns or doubts

Why this matters:

Personal banker is only one role within the large workforce of a bank. For this reason, candidates should be able to work with people in other positions such as bank teller, manager, and financial expert. Successful collaboration with other bank professionals not only helps a personal banker serve customers better but also provides them with an opportunity to learn more about the banking world.

What to listen for:

  • The ability to work as a team to accomplish a goal, and to reach out for help when it’s needed
  • A respectful attitude when interacting with people who have other roles
  • A willingness to learn from people who know more than they do about a subject

Why this matters:

As a personal banker, the candidate will present customers with a range of financial options to help them better manage their money and reach their goals. How the candidate approaches these initial interactions will say a lot about their ability to meet the needs of customers who have varying financial goals, financial knowledge, and net worth.

What to listen for:

  • A focus on assessing specific customer attributes like age, risk tolerance, and income bracket
  • An ability to adapt to a client’s level of financial literacy
  • An emphasis on the importance of hearing out a client’s goals, such as increasing their retirement savings

Why this matters:

Liaison, advisor, educator — a personal banker plays many roles. While a candidate may be familiar with one of these roles, it is possible that they do not understand the dynamism of the personal banker position. This question will help identify candidates who fully understand the impact they will have on customers’ lives, and who are most prepared to educate, advise, and market the bank’s products.

What to listen for:

  • Mention of roles such as advisor and educational resource for customers
  • Understanding of their position as a salesperson and marketer of bank financial products
  • An openness to learning and growing into new roles and responsibilities

Why this matters:

Personal bankers must uphold the strictest security practices as they support their customers through major financial decisions. This protects not only the bank’s interests but also the customers’. Personal bankers deal with customer livelihoods, so it is crucial that candidates are cognizant of the best privacy and security regulations.

What to listen for:

  • Strong ethical standards for protecting sensitive bank and client data
  • Keen understanding of which information should always remain private
  • An ability to manage documents and financial transactions in an organized and discreet manner
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