ANZ interview questions Flashcards
(8 cards)
Please tell us about yourself and why you are interested in a role at ANZ
I am currently a final year student studying a Bachelor of Commerce at the university of Melbourne majoring in accounting and finance. During my university years I have sought banking opportunities to enhance my finance knowledge. I worked as a customer servicing agent at the CBA where I handled diverse range of enquiries from customers and aimed to resolve them on every call. This experience really opened my world to the banking industry and I was keen to continue my career in the banking industry by working with a firm that highly values its customers.
I believe ANZ is a firm that demonstrates this to an exceptional level through integrating ESG and purpose into your strategy creating an opportunity to better serve customers and generate long-term shareholder value.
Another aspect of ANZ hat has interested me is the diverse and inclusive culture promoted at the company. This is something I highly value as in my current and previous roles I liaise with a diverse range of internal and external stakeholders and I find that I am able to learn the most from diverse inputs. Hence, I believe working with ANZ is an invaluable opportunity that I do not want to miss out on
Please describe a time you interacted with a customer to help them find a solution that was right for them.
In my previous role as a customer servicing agent at the CBA, I had interacted with many customers on a daily basis and handled a diverse range of enquiry ranging from simple to complex a level.
On one call there was a customer who was enquiring about the types of saving accounts or products the bank offered that could help them save up to buy a car.
Upon hearing the customer’s enquiry, I first congratulated them on their future plans as it is important to acknowledge the small things the customer tells us. I then gathered some more information regarding their financial health. I then provided some general information regarding the types of savings accounts and term deposits that the bank had on offer as well as the interest rates. It was important for me to remain objective and professional and to not provide any personal judgement because this may have influence over the customer’s decisiosn.
After careful expalantion, the customer had decided what was best for them and had opened up a netbank saver and I guided them through how to open this up online. I had received appraisal for my patience and professionalism during this process. I believe keeping the customers best interests in mind is vital when being the first direct contact to resolve their enquiries
Tell us about a situation where you couldn’t judge and decide yourself but have to seek advise from your manager.
During my time as a customer servicing agent at the CBA, I had helped customers with resolving a diverse range of enquiries. However, before I do ensure I can provide the customer with my assistance I need to have fully identified and verified the customer before proceeding.
On one call there was a customer who are unable to pass the identification and verification check. However, they had to cancel or lock their card because it was lost.
In this instance, after I have done everything possible to help the customer (for example be verified and provide them with relevant information). I had to seek advise from my manager as the customer’s enquiry did seem urgent and it was important for me to consider all options available for the customer. Upon requesting authorizing, my manager had reviewed the customer’s profile and advised that it was possible to cancel the card (ad they had given the authorisation). However, I had to advise the customer that this was a one-off maintenance as they were unable to be verified in the first place.
The result of this was the customer understanding the situation and thanking me for helping them with their enquiries. I had learnt the importance of communication and problem solving in this instance to help the customer get the relevant information or service and to also proceed with caution.
Tell us about a situation where you had to make a decision that was not in your interest but that was right to do
During my time as a project leader at the mmi I had led a diverse team to help our client develop a detailed funding facility recommendation for their company.
My focus was to work effectively with the team to research and present our findings in 3 deliverables.
Upon further research we discovered that there was another funding scheme aligning better with the clients’ interests. We had brought it up to the client in a Q&A session and discussed the idea in further details with the client, the client was satisfied with the new information that we had bought up. Due to time constraints, our team was tight on time to change our original recommendation to the new recommendation that we suits the clients best interests more. In this case, we had consulted the client of the changes in progress and communicated how this will be for their best interests. The client agreed on having a later presentation date from our team would be the best solution so that we are able to deliver a better quality recommendation.
In the end, our recommendation of redirecting the client towards a group funding wad implemented and benefitted over 50 employees at the company. This taught me the importance of adaptability and to prioritize quality and quantity. However, to communicate and be realistic with the client
Please give an example of a time you built a positive relationship with someone to achieve a better result or to solve a problem how do you manage a disappointment
During my time as a project leader at the Mlebourn Micofinance initiative I had worked with a senior executive to ensure appropriate delivery of our projects. However, there were times that they may cut me off or not listen to some of my inputs during meetings.
After a meeting, I stayed behind and politely asked for a chat with that senior member. I had communicated to them how I felt about some of their actions and some challenges I faced being a single team leader (as my co-leader underwent surgery). She had acknowledged ow I felt and apologized for any misunderstandings between us. She then explained and clarified on further expectations on her end that I did not know about. After that chat, we were able to understand and work together more efficiently. Outside of work, we were even able to get along as friends
In this type of situation, I would always consider the goals of the organization or the teams that I’m working in and do my best to understand and get along with other people
How do you adapt to change?
In my previous role as a customer servicing agent at the commonwealh
How do you identify the need to learn in your current organisation? and What steps did you take?
I identified the need to learn in my current organisation when I was faced with new information I had not been exposed to before.
I was given a task by my manager to research and summarise the relationships between deemed dividends given out as a loan and the deductibility of this item. This piece of work would serve as background information that I would provide to my manager before they worked on the project given by the client and I only had a weeks time to do so.
I conducted extensive research independently by reading over 100 pages of documents from the company’s internal database. I analysed and broke down different concepts in different tables in order to quickly teach myself and develop a clear structure of my report. I researched videos online to fill in my knowledge gap and took efficient notes that summarised the key points of what I needed to know.
The end result was I submitted the report 1 day in advance and during a coffee catch up my manager had provided me with satisfactory feedback regarding how I had done a good job with summarising such lengthy amount of information in a short period of time and the document was used by my senior colleagues to start learning about the project. This demonstrates my strong analytical ability to analyse information and to continuously learn as an individual.
Why did you apply for this role?
I applied for this role because I wanted to challenge myself by working in a new environment. I had previously worked at the cba as a customer servicing agent handling customer enquiries over the phone and this experience really opened me up to the banking industry. I believe I built have a strong customer servicing foundation through my previous experience. I would love the chance to work in a face to face customer servicing environment where I am able to visualise the impacts I can make on others more directly. I am also eager to learn from new challenges that will come my way allowing me to be pushed outside of my comfort zone and grow individually and professionally.
I am interested in making positive changes and I believe the banking consultant role offered ta ANZ aligns with my future vision of being able to service the community and the people around me to watch them thrive. I believe this is an invaluable experience
