When hiring a Bank Teller, look for someone who is highly organized, a quick learner, an excellent communicator. Candidates who display the ability to problem-solve and think on their feet are of particular value to you. Since Bank Tellers are the face of customer service for a bank, make sure to look out for a friendly and professional demeanor that will help your customers feel at ease.
Key technical skills to properly evaluate include an understanding of bank systems and policies, ability to complete banking transactions, knowledge of banking products and services, cash handling, management of ATM deposits, balancing large sums of numbers at the close of each day, and filing deposit slip and paperwork. Additional skills include answering phones, sales experience, and resolving customer issues and complaints. A candidate’s level of experience from prior banking jobs will determine the amount of training required to succeed in this role.
General interview questions (such as “Can you tell me about yourself?” and “Why are you looking for another job?”) are a great way to get to know your candidate’s personal history, interests and goals. However, be sure to add inquiries specific to the role they’re interviewing for, so you can gain valuable insights into their likelihood of success in that position.
Below are Bank Teller interview questions to help you get started:
What techniques would you use to sell products or services to our clients?
What you want to hear: A Bank Teller is a client-facing and should be ready to discuss how they can promote the bank’s products and services. A strong candidate will articulate things such as being prepared to first ask general questions that can uncover financial problems; honing in on whether the problems relate to making enough money, not saving enough money, not being able to travel, or the like; properly assessing the banking products or services that can help solve the client’s problems; and offering information about the proposed solutions.
Red flag: “If they don’t ask for anything, I wouldn’t want to insist” is not good customer service. A candidate who doesn’t show a desire to meet the needs of clients while advancing sales is not likely to perform well in the bank teller position.
Describe a time when you had a great sales experience.
What you want to hear: People sell ideas, products or services in a professional environment or to friends and family all the time. Your candidate should have a specific example of when they made such a sale and why it was a positive experience. Listen for any techniques they discuss, and an awareness of what works and doesn’t work in the sales pitch.
Red flag: A candidate who doesn’t have a sales experience to share may be tipping you to the fact that sales is not their comfort zone. Use follow up questions or role play to surface in greater detail how the candidate might respond if called upon to make a sale in the future.
Why did you choose our bank to seek a job?
What you want to hear: Each bank has their own way of conducting business and a unique company culture. A successful candidate may describe how they perceive your company, its branding, and employment opportunities, and then explain why they would be a good fit. They may also have experience as a client and favor the bank’s products and services over those of the competitors.
Red flag: A candidate who just wanted to “work at a bank” or “get a bank teller job” is probably not fully invested in your particular company. This vague expression of interest can translate into a weak customer service skills.
If I asked you to stack quarters from floor to ceiling to fill this entire room, how many quarters would you need?
What you want to hear: This unconventional question can seem daunting for some candidates, but the purpose is to observe your candidate’s thought process when solving an unfamiliar problem. Technically, the answer is the volume of the room (length x width x height) divided by the volume of the quarter. However, a candidate who at least shows creativity in breaking down the problem logically shows promise as a Bank Teller.
How would you react if you saw a co-worker take $150 from the cash register. What about $5?
What you want to hear: While it may seem obvious, a great candidate will be honest and trustworthy no matter what the amount. Find someone who has the courage to speak up if they see questionable behavior. Not speaking out when company policy is broken could lead to even bigger integrity issues later on.
How did you handle an upset customer in a previous non-banking job?
What you want to hear: A candidate experienced with customer service might say something like, “At my previous job, a customer came to my check-out line extremely aggressive because we could not accept the return of his used product. I explained to him the company policy and told him how his reaction was understandable. After empathizing with him, he seemed to calm down. I offered to show him other products that would better suit his needs and before he left, and I gave him a 15% discount coupon for his next purchase.” In any industry, relationships make a business stand out from their competitors. Candidates who appear to possess strong communication skills and be caring workers will do wonders for your bank’s branding.
Red flag: Any candidate who has shown a tendency to get frustrated or be offended in a previous job will likely lose their composure with a difficult client in this role. Unfortunately some skills are difficult to teach, so if your candidate does not appear to be effortlessly professional, you should be cautious about bringing them on the team.
What would you do if a bank client complained about being charged an overdraft fee?
What you want to hear: Listen for a candidate who acknowledges the need to be fully apprised of all bank policies so they can provide clients with an appropriate response. An even stronger candidate will want to be additionally prepared to offer suggestions to the angry client on how to avoid a similar checking account problem in the future, such as suggesting they sign up for alerts on their phone when their balance is low, or authorize the bank to decline their card if there are not enough funds for a transaction so as to avoid the fee.
Red flag: While solving the problem is highly important, it is also expected that the candidate will go out of their way to extend concern and care for the client. A Bank Teller who doesn’t treat every client complaint as important, regardless of the dollar amount at stake, is risking the bank’s relationship with that client.
Every interview question can help get you closer to the right fit for your Bank Teller position.
Be sure to keep an eye out for candidates who:
- Have a professional and friendly attitude
- Are knowledgeable about banking products and services
- Have excellent math skills