HSBC Personal Banker interview questions

2. At HSBC we believe in doing the right thing - what is best for our customers. Tell me about a customer that has asked you for a product or service that you did not believe was best for their needs. Example probes: What was the situation? What had the customer requested? Why did you think the product / service did not meet their needs? How did you handle the situation? What alternatives did you consider? What was the final outcome?

3. Personal Bankers are required to understand all the different digital channels HSBC offers its customers. Tell me about a time when you helped a client learn a new digital channel to create the best customer experience or teach other team members how to utilize digital channels. Example probes: How comfortable are you discussing digital channels with customers? How comfortable are you teaching team members how to use digital channels? What benefits or features did you explain to the customer? What was the outcome of the experience?

4. Tell me about a time when you were faced with a challenging situation where you had to adapt and be more flexible to the change? Example probes: What action did you take to make it less challenging? What was the outcome? How would you adapt to a changing digital environment? How would you overcome the challenge? How would you embrace change and help your team members adapt as well?

5. Personal Bankers are required to be a team player within the branch and contact center agents. Tell me about a time when you were a team player to ensure the customer had the best possible experience. Example probes: What was the situation? What was the outcome? What steps did you take to get to the end result? Have you ever asked for feedback from your peers on your delivery pertaining to client resolution?

6. Tell me about a time when you had to handle a complex customer complaint. Example probes: Did you take ownership in the complaint or did you pass it on to a senior leader? Can you help assist a customer from start to finish, if having the right tools and systems? When client has a complaint, do you follow-up with them to make sure they are fully satisfied? What was the outcome?