Wells Fargo interview
why do you want to work for wells fargo? why do you want to work here?
First, I want to work for Wells Fargo because based on my research, your company's core Expectations and values really resonate with me. I want to work for a company that embraces candor and constructive feedback, as well as strives to build a work environment that is inclusive, results-oriented, and full of integrity. Secondly, I know that at Wells Fargo I will be challenged and I will grow both personally and professionally. I want a work environment that is dynamic and fast-paced. Overall, Wells Fargo is a market leader (creates products and services that are of true value to your customers) and your company is a great place to build a long-term career where I will have ample opportunities to develop/enhance my skill set and work with like-minded people.
why did you leave your last job?
I left my last job because I am looking for an environment and role where I will be challenged and pushed to learn and grow. I also wanted an opportunity to tangibly impact people and help them move towards their goals.
tell me about yourself?
I recently graduated from the University of British Columbia with an economics degree. My most recent role was as a Customer Relations Specialist at the Bellevue Downtown Ice Arena where I built connections with customers and acted as the first point of contact. In the past, I have worked as a Client Tax Specialist where I was responsible for educating and assisting clients with filing their income tax returns. Notably, I offered guidance and implemented solutions tailored to each client's unique situation. As someone who has a background in customer service, I'm really excited about the opportunity to apply my skills to the Teller position at Wells Fargo.
What methods would you use to identify potential fraudulent activity during transactions?
Identifying potential fraudulent activity during transactions involves a keen eye for detail and the use of advanced technology. I would look out for irregularities such as unusually large transactions, frequent transactions in short time periods or transactions from locations that are not typical for the customer. I might also use Wells Fargo's fraud detection systems or other technologies, if any, to identify patterns of suspicious behavior. Maintaining open communication with customers and supervisors is key too. Alerting them of unusual account activity and verifying questionable transactions can prevent fraudulent actions.
how will your past experiences help you to thrive in this role?
My experiences in customer service have definitely prepared me for this role because they have allowed me to cultivate my interpersonal and relationship building skills. I have a lot of experience with actively listening to customers, making them feel heard and valued, and resolving their issues promptly. I will surely bring these skills and experiences to the Teller position to help exceed client expectations. I have developed my critical thinking and problem solving skills to deal with situations that are unforeseen and achieve the best outcomes for clients. I also have cash handling experience from my time as a Customer Service Representative. One role that I think particularly makes me stand out is my time as a Client Tax Specialist. I was responsible for educating and connecting my clients to tax filing technologies and platforms and disseminating information on the tax system. My ability to learn information quickly and share it with others will definitely help me to thrive as a Teller.
tell me about a time when you dealt with a difficult customer and how did you resolve it?
While working in customer service at the Bellevue Ice Arena, I encountered a frustrated customer who arrived unaware of our capacity limit, which prevented them from ice skating that day (they didn't want to be told that they were wrong and that they couldn't skate). I handled the situation by first listening attentively to their frustrations, offering empathy without judgment or interruption. To ensure that they can come enjoy a skating experience another day, I proactively inquired about their next preferred visit date and promptly secured their tickets. Guiding them through registration, I made sure that they had QR codes for a quick check-in on their next visit. Before they left, I provided our ice rink's contact information in case they have any other questions. The customer left very content as they were assured a spot on their next visit, and expressed satisfaction with the service received.
do you have any questions for me?
Can you expand on the professional development opportunities available to employees at Wells Fargo? How does Wells Fargo support work-life balance for its employees? What are the next steps in the hiring process? What are some of the biggest challenges that a Teller might face? What is the culture like here around feedback and constructive criticism? Can you expand on the training and onboarding process? What would you want the new hire to accomplish within the first 6 months on the job? How does Wells Fargo contribute to the communities it serves, and are there opportunities for tellers to get involved in community initiatives? Can you provide insight into the culture and values of Wells Fargo, particularly within the branch environment?
how do you build rapport and trust with customers?
Establishing trust with a client starts with active listening. I believe in truly understanding their needs, concerns, and goals. This involves not just hearing but also empathizing with their perspective. By demonstrating genuine interest and concern, I can create an environment where the client feels understood and valued, especially when doing something as vulnerable as talking about finances and sharing more personal information. Transparency and honesty are also key; I ensure that expectations are clear and I deliver on my promises. Additionally, I strive to communicate openly, keeping them informed every step of the way. Building trust takes time and consistency, and I am dedicated to building respectful, positive relationships with clients.
where do you see yourself in 5 years' time? how does this role fit into your career goals?
For the first 1-2 years (in the short-term), I see myself becoming a true expert in my role as a Teller at Wells Fargo. I hope to really immerse myself in the position, understand the ins and outs of the business and the products, and continue to develop my relationship management skills. For the next few years after that (in the long-term), I see myself taking on increased responsibilities within your company. I also would like to be able to extend my knowledge and expertise to offer help to other areas of Wells Fargo.
what do you understand about the teller role?
From my understanding, the Teller position is the first point of contact for clients when they walk through the door. The Teller is responsible for helping with banking transactions, recommending digital solutions, and making introductions to more experienced bankers. One of the main tasks is also to use customer service and interpersonal skills to connect and build rapport with clients and ensure that they are getting their financial needs met.
What is your experience with sales goals?
I don't have any experience with sales goals, but what I would do is I would focus on understanding the customers' needs. This involves active listening and asking insightful questions to identify their financial goals or challenges. Once I have a clear picture of what they need, I can then recommend suitable products or services that align with their objectives, or refer them to an employee with more experience. This approach will not only help in meeting sales targets but also ensures customers feel valued and satisfied. Building strong relationships is another strategy. Personalized service, exceeding expectations, and following through on what you say can lead to repeat business and referrals, which are key for achieving sales targets. Lastly, staying updated about our offerings and market trends allows me to provide accurate information and make effective sales pitches. It's about balancing the drive for sales with genuine concern for customer satisfaction.
why should i hire you? what makes you stand out from all the other candidates?
I have all of the relevant skills, experiences, and qualifications that you are looking for. From my experiences in client facing roles, I have cultivated my interpersonal and problem solving skills as well as gained the ability to educate and connect customers to knowledge and technologies. I have a keen interest in the financial services industry, and the drive, long-term commitment, and passion to add value to your Wells Fargo branch and contribute to the standard of excellent customer service offered here.
why do you want this teller role?
I want this position because it is an opportunity for me to leverage my customer service, interpersonal, and problem solving skills within the dynamic and inclusive environment of the Wells Fargo branch. I would really love to contribute to creating an exceptional and seamless client experience for every individual that walks through the doors and help them get closer to meeting their financial needs. I also want to cultivate the foundational skills and knowledge needed in the financial services industry. I think that there is no better position than the Teller role for understanding the ins and outs of banking operations and client management.
How would you handle a situation where a customer was unhappy with a policy or procedure that you were required to follow?
I would first empathize with the customer and acknowledge their feelings. Then, I'd explain the policy clearly and calmly, and make sure to emphasize its purpose and benefits. If the customer continues to be upset, I would explore alternative solutions within my authority or escalate it to a higher level if necessary. The goal is to ensure that the customer feels heard and valued, while maintaining compliance with company policies.
What is your greatest weakness?
My biggest weakness is in setting exceptionally high standards for myself, sometimes to the detriment of project timelines and overall task efficiency. An example is when I was writing a big research paper during university. I dedicated excessive focus to specific sections because I was driven by perfectionism, and this led to me rushing through the remaining parts during the writing process. This experience served as a valuable lesson and I reassessed my approach to my tasks. Since then, I've prioritized the bigger picture and cultivated a balance between striving for excellence in my work and maintaining awareness of both short and long-term goals. This ensures that I don't become overly absorbed in details and allows me to advance in my projects and meet deadlines while still delivering high-quality work.
How would you ensure compliance with Wells Fargo's regulations and policies as a Teller?
To ensure compliance with Wells Fargo's regulations and policies, I would first make sure to thoroughly familiarize myself with all relevant rules. Regularly reviewing these guidelines will keep them fresh in my mind. Next, I'd maintain open communication with supervisors and colleagues. If I'm unsure about a policy or how to handle a situation, I won't hesitate to ask for clarification. Lastly, I believe that integrity is crucial in this role and it's important to do the right thing. This includes following procedures accurately and thoroughly to keep the branch running efficiently and ensure the best outcomes for clients.
Tell me about a time when you helped someone with technology? What is your approach to educating and connecting someone to technology/digital banking services?
When I was a Client Tax Specialist, there was a client who came in very confused about how to navigate and use the Wealth Simple Tax Filing platform. My approach to educating clients about technology and digital services in general involves simple, clear explanations. I started by understanding their current knowledge level and comfort with the platform. Then, I demonstrated how to use the platform while explaining each step. I find that this hands-on approach helps clients understand better and feel more confident later on. I answered any questions that they had, and let them know that if any other questions arose, they could come back for assistance. Overall, it's important when educating and connecting someone to a new technology to break things down into easy, simple steps and to create a space where questions and uncertainty are welcome.
tell me about a time when you went above and beyond to help a customer
When I was working as a Customer Service Representative at the Doug Mitchell Sports Center, I had a customer who was frustrated because they were confused about which ice skating lesson to register themselves for. After listening to their concerns, I took the time to walk the customer through each of our ice skating programs and made a recommendation on the one that seemed to be the best fit based on their needs and wants. I also introduced the ice skating coach to the client and arranged for the customer to have a free first lesson as a trial run to make sure that they are completely satisfied with their class. Going above and beyond is something that I enjoy doing at work, and in this case, I was able to turn a negative situation into a positive one. The client was very happy with the service that they received and told me they will be recommending their friends to sign up for lessons at our facility.
