A phone banker in a red shirt talks to a client on the phone, making notes about his answers. You need to have the right personality for the job of a phone banker. People who do not have the right personality will quit this job in a week or in a month. Even if they stayed longer, they would not enjoy their work.

Inquiring about your motivation, sales skills, the working environment you prefer, your knowledge of banking products, and your understanding of the job (phone bankers do not only answer the calls and address the requests, they also try to upsell the clients, and they collect data and feedback from the customers), the interviewers try to understand if you have the right personality for the job.


Role play in an interview

You can expect a simple role play in your interview. After all, it is by far the best possible way of assessing your sales skills, and your readiness for the job. The interviewer will play a client of a bank (sometimes an angry client, or a stupid one), and you will “play” a phone banker.

How do you answer the call? What questions do you ask the client? How do you answer their questions? Do you use an opportunity to sell them something? The interviewers will notice a lot of things while doing the role play with you….

Remember: They do not expect to hear an excellent sales talk from you (you will get a training before starting the job, and you will learn everything you need to know). But they still want to see whether you understand the basics of a phone call with a customer, and whether you are not afraid of the task. And that is exactly what you should show in this role play….


Typical questions

  • Why did you apply for this job?
  • What do you think makes you a good candidate for phone banker position?
  • Give an example of you dealing with an irate customer and what you did to fix the problem.
  • Talk about your successful sales experience.
  • How do you imagine a typical day in work?
  • How do you feel about spending eight hours a day in front of a computer?
  • This job is repetitive. What would motivate you to do it well every day?
  • Is there a group of people you find it difficult to talk to?
  • How would you introduce yourself to the customer?
  • This is  random customer profile (interviewer shows you a sample profile of a bank customer of a bank, describing their age, occupation, marital status, and banking products they use at the moment). Which product would you offer them if they called you to process a routine transaction?


Applying at Wells Fargo?

If you apply for a phone banker position at Wells Fargo, you should check the interview guide from Jacob Gates, a recruitment consultant who worked for Wells Fargo for several years. Jacob changed his career and he now helps job seekers to get a job at Wells Fargo, and at some other corporations. You can check his answers to the most common Wells Fargo interview questions (including the role play) here: Link to Jacob’s page.