CATHAY BANK

iNTERVIEW

Tell me about yourself

• Spent last few years in customer service and project management

• Developed strong communication skills

• Learned to build positive relationships with customers

• Enjoy helping people solve problems and making sure they have a good experience 

• Looking for - place to build long term relationships instead of just single

Why do you want to work at a bank, specifically Cathay Bank?

• Enjoy roles where I can help & solve problems, banking is a place where trust and customer service are real important

• Every interaction can make a positive diff in someone’s financial needs.

• Cathay bank’s strong reputation in serving diverse communities & building long-term relationships with its customers

• Looking for place to learn banking industry & contribute to team that genuine cares abt clients

Why do you want to be a Relationship Banker?

• Enjoy helping customers find solutions for their specific needs

• This role combines customer service with problem solving and financial education - appeals to me

• Like a role that builds trust with customer over time rather than completing transactions

What customer service experience do you have that will benefit our clients?

• Learned to listen carefully, stay patient and communicate clearly

• Listened to customer questions or concerns, focused on making sure they felt heard

• Asked clarifying questions to make sure there was no confusion

• Multitasking, staying organized, and paying attention to details. This skills transfer over to the role well - customers expect accurate, professional service.

How would you deal with an irate/difficult customer?

• Stay calm & listen - some people just want to know they are being heard

• Acknowledge their concern & frustration, understand they are upset

• Questions - fully understand issue and 

• Explain - what i can do to help

• Involve - a supervisor if I cant resolve instead of making promises

• Goal - remain professional, find best possible solution, leave customers feeling

How would you identify Customer needs?

• Ask open-ended questions listening carefully

• Ex: opening an account - ask how they plan to use it, saving towards a goal, or expect frequent transactions. Understand, rather than making assumptions.

How do you feel about Sales?

• Comfortable with sales when based on understanding customer needs

• Dont believe in pushing products that arent a good fit

• Understand customer’s goals, recommend solutions while supporting banks goals

Tell me about a time you went above and beyond for someone.

• Client reached out to order custom illustration - short deadline

• Rearranged my sched, kept them updated, sent progress previews to for changes

• Packaged files in multiple formats to be easy to print and use

• Reinforced how much good communication & flexibility & attention to detail can impact someone’s experience

Tell me about a time you had to build trust with someone

• Freelance artist - trust with clients is important - trusted with something meaningful to them.

• Someone with a less specific vision, I asked questions and listened

• Provided regular updates so they know where things stood

• Transparent about deadlines, pricing, etc.

• After seeing that I was reliable and attentive, they continued to come back.

How do you plan your day and prioritize tasks?

• Identify highest priority tasks & any deadlines

• Responsibilites that directly affect customers are first priority

• Stay organized by keeping a checklist throughout the day, that I adjust as new tasks come up

• Balance efficiency with accuracy. Take an extra moment to make sure something is done correctly rather than rush and make a mistake.

Why should we hire you?

• Dependable, eager to learn, enjoy helping people

• I have customer service experience, comfortable working in fast-paced environment

• Understand how important accuracy and professionalism are in banking

1. What are your strengths?

• Staying calm under pressure, communicate well, pay close attention to detail, and enjoy learning new skills.

1. What is your biggest weakness?

• Asking for help 

• Wanted to solve everything on my own

• Learned to ask for clarification early - learn faster and avoids mistakes