Relationship banker interview questions and answers pdf

We analyzed 487 interview reviews for Relationship Banker from various job sites, social network groups and forums.

Here are the most frequent job interview questions asked by HR managers during initial phone or onsite interviews. This list does not include technical or factual questions.

According to our research, hiring managers looking to fill Relationship Banker role ask soft skills interview questions 2.1x more frequently than for other roles.

1. Tell me about a time when you've resolved a problem for a frustrated customertop question

Customers are the lifeblood of any business. How you handle a disgruntled customer can make the difference between closing a sale and failing to do so. It takes good people skills to handle such situations, and this question is a good opportunity to demonstrate your people skills.

1. About Yourself

   Think of a time when, as a customer, you had a problem with a company.

   • How did you feel?
   • How did you want to be treated?
   • How would the situation ideally be resolved?
   • If it were you on the serving side of the table, what would you do differently? Have you had such experiences in the past where you helped a frustrated customer?

   • What was the critical factor in a successful resolution of the situation?

   Try to define your principles or approach.

   For example, I know that people tend to be frustrated when they feel neglected and unimportant.

   Whenever possible, I try to meet in person and establish face-to-face contact with someone who feels disgruntled, so that I can fully focus on the situation. (And believe me, checking your phone while speaking with such a customer is definitely NOT a good idea).

   Of course, this may not always be possible in your line of business or profession, but I guess you see what I mean - showing full attention greatly improves your chances of mitigating the situation.

2. About The Company

   Every company relies on customers.

   Research the company you are applying to and try to find out what their standards of customer relationship or service are, as well as try to find out some real cases where the customers complained about the company, and what the company did to mitigate the situations (a possible source might be Yelp! or another social media platform).

   Based on your research, how does the company treat customers? How do they resolve customer issues?

3. About The Fit

   How can you make things better and WOW the customer? Give an example that demonstrates that your approach to resolving customer frustrations is in line with the company policies.

A disgruntled customer generally just needs someone to listen to them.

The three A’s of customer service can help diffuse the difficult situation:

1. Acknowledge - what the other person is feeling,
2. Apologize - for the way the other person is feeling,

3. Admit - that there was an issue that you are working on to get it resolved.

Add the extra “A” - Ask for the customer's contact information so you can update them on any progress on their issue.

Take a quick quiz and check if you’re ready to answer this question at your next job interview:

Customers are often frustrated by what they perceive as poor service especially when they are on the phone. Which one of the following answers do you consider to be good customer service?

APlacing the customer on hold for too long

BPaying close attention to the customer’s complaint in an attempt to solve their problem

CAsking the customer to repeat their complaint many times

DFailing to empathize with their problem

EDirecting the customer to your website instead of resolving the issue yourself

2. Where do you see yourself in 5 years?

This question belongs to a family of behavioral, or even more precisely, reflective questions.

The interviewer wants to see whether you are reflective about yourself, whether you are ambitious and strive to grow as a professional, whether you like to learn and develop your skills.

They are also looking for your ambitions to fit the career path opportunities related to the position you are applying for.

1. About Yourself

   Presumably, you are interested to grow professionally.

   Think about the possibilities that may lie ahead for you: take a personality test (I recommend 16Personalities which is based on Myers-Briggs test), research the internet on what career paths are possible with your skills and current job.

   What challenges do you like overcoming?

   For example, if you are applying for a software tester position, you may find it fascinating to master automated testing in full and eventually become a software engineer, or you may be a natural trainer and love coaching other people which may lead you to become a QA team or department lead, or you may be more interested in understanding business aspects of requirements which may logically lead you into a Business Analyst position.

   However, if you are happy just where you are and want to further your current skills, that is also fine as long as there is a growth path for you that can be imagined and described.

2. About The Company

   Research the company to learn what career opportunities may be available in the department you are applying to, and what the trends are in the company in general.

   • Is the business expanding, are they opening new locations, or starting new projects?

   • Or are they heavily automating and cutting staff?

   Let’s say you are applying for a UX designer position for a brand-new product.

   In the future, if the product becomes a success - which is what the company hopes for - the company will hire more designers and you may become a lead designer, or you may become a product manager.

   On a side note: If you train your mind to be open to opportunities you will be amazed at how much this world has to offer to you!

3. About The Fit

   And, of course, try to see where the perfect fit lies between your own potential and aspirations, and the company’s trends and hopes.

   However, beware of the risk of showing too much excitement for future opportunities compared to your attitude towards the current position.

   If you aren’t really excited about the position you are applying for and you demonstrate this lack of enthusiasm, the interviewer may conclude that you are not a good fit for the current position.

   Try to find a source of excitement in the current position as well, otherwise, you may be doing yourself a disservice by applying to a position you will find boring in 2-3 months.

This question gives you a good opportunity to showcase your Key Selling Points (e.g. “As I am very good at delegating tasks, I can easily see myself leading a team of software testers in the future…”), and end your statement by asking about current initiatives and goals at the company.

It is generally NOT a good idea to say something like:

“Oh, I cannot imagine what happens to me tomorrow, let alone in 5 years”.

This will show you as a person who is unimaginative and not forward-thinking enough to grow with and be a good fit for the company.

3. How would you handle a customer with difficult behavior?

People skills are highly valued in every company, and even so much more so in a company that deals with difficult customers occasionally. It is important to show how you can manage difficult personalities.

1. About Yourself

   Look back on your experience. Have you worked with a difficult or disruptive person? Remember how you diffused the situation and how you turned things around.

   • Do you have certain principles, or methodology, to deal with difficult people?
   • Do you have strong people skills, are you good at conflict resolution?
   • Are you high on emotional intelligence? Can you give an example?

2. About The Company

   • What have you found about the company and its culture?
   • What have you learned about how the employees value each other?
   • How do they treat their customers?

   • Knowing their line of business or industry, what can be some examples of difficult customers?

   Do your research.

3. About The Fit

   A question like this asked in an interview, may be an indication that difficult customers, or other difficult stakeholders, may indeed be something that you will probably encounter in this company, and it is important for the interviewer to know that you will be able to handle this challenge with good grace.

   If you can give an example of how you handled a difficult person in the past in a situation similar to what this company may require from you, this will strongly increase your chances of showing yourself as a good fit.

One methodology for diffusing a difficult situation is called “the triple A” approach:

1. Acknowledge - what the other person is feeling,
2. Apologize - for the way the other person is feeling,

3. Admit - that there was an issue that you are working on to get it resolved.

If it is a customer, it would add that extra touch if you added another "A" to your approach by Asking for the customer's contact information so you can update them of any progress on their issue.

Take a quick quiz and check if you’re ready to answer this question at your next job interview:

Pick the best answer:

AIf the customer is rude and obnoxious, answer in kind and show him that he cannot push you around.

BListen carefully to what the customer is saying to really understand their concerns then repeat back to them what you heard to be sure you have it right, before attempting to help them with the problem.

CTell the customer that he should have known that the sale is final and there is nothing he can do to renegotiate the terms of the deal.

Now that you have read some of our recommendations, you may wonder: “Ok, so what’s next? I seem to understand these concepts quite well and they kind of make sense to me, but how do I make sure my answers are actually in accordance with these recommendations, and I will stand out as a strong candidate in my upcoming interview?”

Good question. Assuming you are indeed qualified and fit for the position you are interviewing for, the best thing you can do is make sure the interviewer sees this fit.

There are two ways how you can leverage Mr. Simon’s expertise to help you shine your best:

1. Go ahead and practice with the Mr. Simon app - it is a completely free, fun and helpful experience!
2. Request a mock interview with a real human career mentor. During the session we will help you identify your Key Selling Points to emphasize in the interview, and to present them in a way that strongly communicates your value to the company. The 1-hour session costs USD 79.99 and is supplemented by 2 weeks of support via email, free of additional charge.

To request the session, shoot us an email to and attach your resume and job description to expedite the process.

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4. Tell me about yourself

This question may sound vague, but it actually requires a matter of fact, concise and relevant answer. Here’s how you can approach it.

1. About Yourself

   What is your current occupation? Define yourself professionally in one statement.

   Pick 3 key skills that make you great at your work (your Key Selling Points). How have you applied these skills?

   Try to give some numbers to support your statement.

2. About The Company

   Research the company.

   Based on what you know about the company and the job description, why are you interested in the position you are applying for?

3. About The Fit

   • Based on your Key Selling Points and your knowledge about the company, why do you think you are a good fit for this position?

   • Can you support your statement with relevant examples from your past experiences?

   Try to be concise and stay within 1-2 minutes.

You can also end with a question like:

“Do you know what the current needs in the company/department are, where my skills and experience can help?"

That can help you learn more about the company and the job, turn the "interrogation" into a conversation and will allow you to relax some tension.

Read our blog post to learn more about how to answer this question.

Take a quick quiz and check if you’re ready to answer this question at your next job interview:

Pick the best answer:

AMy name is Andrew Franklin, I am 28 years old, and I am looking for a job that pays well.

BHello, my name is Natalie Price. I have two children and I love playing billiards and travelling. I am 33 years old.

CHi Mr. Simon, my name is Stanley Clark and I am a certified Project Management professional known for completing projects on time and on budget. I am passionate about building agile work culture and delivering results.

DHi Mr. Simon, my name is Dorothy Hanson. I have previously worked as an accountant in retail, but currently I am trying to transition into the field of healthcare.

5. Describe a time you went above and beyond for a customer

This question lets the interviewer know how well you think on your feet and how great your customer service skills are.

1. About Yourself

   Think about the time you were a customer, how were you treated and how could your experience have been made the best?

   Now think about the time you had to help a customer. What did you do to make that experience unforgettable for him?

2. About The Company

   Think carefully about the company and what they are looking for. Read online reviews and any other available information.

   • What are their standards for treating customers?
   • What complaints have you seen that can give you a hint of some of the challenges associated with customer service?

3. About The Fit

   Think of the company's ideals and connect those with your skills and qualifications. Now think of how these requirements are met by how you went above and beyond for a customer.

   Frame your story in terms of your STAR method:

   S - What was the Situation?
   T - What was your Task?
   A - What Action did you take?
   R - Talk about the Results.

Showing you have compassion and empathy for customers is always an excellent way to answer the question. However, always remember to frame your answers in terms of how the company addresses these issues.

6. Tell me about a time when you went out of your way to satisfy a customer. What was the outcome?

This question lets the interviewer know how well you think on your feet and how great your customer service skills are.

1. About Yourself

   Think about the time you were a customer, how were you treated and how could your experience have been made the best?

   Now think about the times you had to help a customer. What did you do to make that experience unforgettable for the customer? How did you exceed expectations?

2. About The Company

   Think carefully about the company and what they are looking for. Have you found any reviews online that can help you identify what the company's greatest challenge is? What are their standards for treating customers?

   Do your research.

3. About The Fit

   Think of the company's standards and ideals and connect those with your skills and qualifications.

   If you can remember more than one example, choose the one that fits best with the company industry and standards. Make sure you describe the positive outcome both for the customer and the company.

   Use the STAR method to craft your story.

Showing you have compassion and empathy for customers is always the best way to answer the question. However, always remember to frame your answers in terms of how the company addresses these issues.

7. Tell me about a time when you had to work with a difficult or disruptive person. It may be a client, manager, or coworker. How did you handle the situation? What was the outcome?

People skills are highly valued in a company. It is important to show how you can manage difficult personalities, especially if you are applying for a job that involves teamwork, or a lot of interactions with clients.

1. About Yourself

   Look back on your experience. Have you worked with a difficult or disruptive person? Remember a few such situations and how you diffused them and turned things around. What are your approaches to resolving conflicting situations at work?

2. About The Company

   • What have you found about the company and its culture?
   • What have you learned about how the employees value each other?
   • How do they treat their customers?
   • Do they have any specific standards and policies?

3. About The Fit

   Using what you found about the company, choose one of your examples that fits best with the company standards and share your story.

   If it's a customer, how did you turn things around and made a customer happy?
   If it's a coworker, how did you diffuse a tense or difficult situation?

Use the triple A of diffusing a difficult situation:

1. Acknowledge - what the other person is feeling,
2. Apologize - for the way the other person is feeling,

3. Admit - that there was an issue that you are working on to get it resolved.

If it is a customer, it would add that extra touch if you "Ask" for the customer's contact information so you can update them of any progress on their issue.

8. Tell me about a stressful situation and how you dealt with it

Nowadays, professional life is stressful everywhere and always. However, there are levels of stress that are so common that we consider them normal, and there are times when they really skyrocket.

Your future employer wants to know how you will behave in such times, whether you will be a helping hand or a burden.

1. About Yourself

   Remember a time when you had to hit a tight timeline and to work long hours, hard and overtime; or when you found yourself in the middle of a conflict with someone, or with a group of people.

   If you had more than one such occasion, choose one that ended positively and successfully, and ideally, that can demonstrate some of your key skills - your Key Selling Points.

   Most likely, the situation was highly emotional.

   • What helped you persevere?

   • Was there an element that you enjoyed?

   For example, in one of our projects, my team and I had to hit a really tough timeline for a customer, which seemed almost impossible in the beginning.

   However, we knew that we owned the results and that a major decision by the customer depended on the outcome. This sense of ownership, meaning, and impact gave us energy and excitement.

   Those were the challenges that we loved and could deal with for a sustained period of time. Also, the pleasure of working with a highly qualified top manager on the customer’s side added to the enjoyment.

   Now, after a few years, we remember those times as some of the most exciting for our team.

2. About The Company

   • What do you know about the company, where you may encounter a stressful situation?
   • Are they working on a major project which is approaching a due date?

   • Are they going through a difficult time when cost-saving is a top priority, company culture is full of negativity and mistrust, they have gone through massive layoffs, customers are neglected, and everyone wears a long face?

   These are always stressful times, and you should try to know more about expectations in the company, and how realistic they are.

   Or, are they just a dynamic, highly agile company run by smart and creative folks, which may work excellently for some people and be confusing and mind-blowing for others?

   Do your research.

3. About The Fit

   Think of your ideal workplace environment.

   • Does this company feel like it?

   • Do you feel excited and enthusiastic about the kinds of stress you may encounter here?

   If you feel compatible with this company culture and enthusiastic about the challenges you expect here, this is a good chance to mention it and to show your excitement.

   Explain your approach or rationale and give your example from the past.

If you cannot remember any stressful situation with a positive outcome, you can use one with a negative outcome accompanied by your lessons learned.

However, this option should not be your first choice, as the failure to give an example of a successful outcome may portray you as an emotionally immature person.

9. How would you describe yourself?

This question is like the Tell me about yourself question usually asked at the beginning of an interview, but there are some subtle differences. It belongs to the family of reflective questions where the interviewer is assessing your cognitive abilities, as opposed to the more factual and matter-of-fact “Tell Me About Yourself” question.

1. About Yourself

   Think of how your bosses and peers would describe you.

   Throughout your professional experience, you have probably heard them giving you some labels – try to remember the exact words they used.

   If you have received LinkedIn recommendations from someone, read those and think why people wrote them and what work situations prompted those descriptions. Remember the context of those situations and frame them as stories.

   Make a list of keywords, or short key phrases, that can describe you. Your Key Selling Points should definitely appear on this list, but try to also use some adjectives here, to add a positive emotional touch.

2. About The Company

   Research the company's values, standards and policies. Make a list of keywords or short key phrases.

3. About The Fit

   Which of your keywords correspond best with those of the company? Highlight 3-4 matches. Now try to imagine being a peer or a boss of yours and compile statements about yourself, in the 3rd person, mentioning these keywords. Remember to use adjectives, and don’t be afraid to mention real references from real people.

   For example, if you are applying for a position that requires good people skills, and your boss at your previous job called you a “conflict resolution guru,” don’t be shy to mention this reference, and provide a brief context that caused your boss’s praise. Use the STAR method to craft your story.

   Don’t limit yourself with just one keyword. If you are concise and don’t ramble with your answer, your interviewer will probably want to hear more than one. Just be observant and watch the interviewer’s reaction. You want to keep them interested.

If you haven’t yet received any LinkedIn recommendations, try to obtain them. Also, offer to write your own recommendations for them - both received and given recommendations will be visible in your profile and will tell the interviewer exactly what you want to be known about your values, your attitude towards work and relationships.

10. Why did you leave your last job?

This question may be a little touchy for some people, but it's a question asked by interviewers, to find out why you left, in order to better understand how you may or may not make a good fit with their company.

Remember, never speak ill of your old company (this will not go over well).

1. About Yourself

   Most likely, there are three possible reasons you left or are leaving your last job:

   • You are looking for a career change
   • You are unhappy with your current employment

   • You were let go.

   Whatever the reason, it's best to always speak in a positive light.

2. About The Company

   Based on your research about the company and the position, what do you like most about the company?

3. About The Fit

   If you are looking for career advancement or a career change, you can be very upfront and honest. Be as enthusiastic as you can about the position.

   If you were unhappy with your previous job, focus on the positives. Talk about the ways that you will best fit in with the company, in the role for which you're applying.

   If you were let go, focus on the positive. Share your accomplishments at your previous employment.

Whatever the reason you are looking for a new opportunity, always turn things around to show how you are the perfect fit for the job for which you are interviewing!

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This page has been updated on October 29, 2020.

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