Girl on the telephoneYou need a right personality to do the job of a phone banker–to keep the job for longer than a month, to enjoy doing it, and to do it well. 

Interviewers will try to find out if you have such a personality with their questions. They will target your motivation, your sales skills, the working environment you prefer, your knowledge of banking products, and your understanding for the job (phone bankers do not only answer the calls and address the requests, they also try to upsell, and they collectdata and  feedback from the customers)


Role play in an interview

In most big banks, they will test your readiness for the job with a role play. They will ask you to sell them something, a credit card for example.

While they do not expect an excellent sales talk on your side (you will receive a training before starting the job, so you will learn everything), 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.

Typical questions

Apart from the role play, they will ask you several personal and behavioral questions. To the most common one for the phone banker interview belong:

  • Why did you apply for this job?
  • What do you think makes from you a good candidate for this position?
  • Give an example of you dealing with an irate customer and what you did to fix the problem?
  • Give an example of a time you made a point to go above and beyond with customer service?
  • 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 very 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 on the phone?
  • This is  profile of a customer (interviewer hands you a profile of some customer of a bank, without personal details). Which product would you offer them if they called you to take care of a routine transaction on their account?


Applying at Wells Fargo?

If you apply for a phone banker position at Wells Fargo, you should know that there exists a special interview guide, from one of their former recruitment consultants, Jacob Gates. Jacob changed his career and now helps job seekers to get a job of their dreams at Wells Fargo, and some other corporations. You can check his answers to the most common Wells Fargo interview questions here: Link to Jacob’s page.