Preliminary Questions:

If they’re not satisfied, wont proceed to STAR.

BasicS:
Be confident; don’t stutter
Be honest, but sell yourself as well (don’t be too honest as to be negative)
Very excited about this interview and waht comes ahaea, excited to know the account and the
roles that I will handle in the future.

Tell me about yourself

don’t say ‘actually’
No unnecessary details, there will be questions to follow up
Why do you want to transfer to a different LOB?
Because of business needs I grabbed the opportunity. I am a previously a peer coach.
Because I’ve had dozens of experiences in the firm, handling merchant service is one step closer
to that goal. Expert in customer service
I want to transfer to merchant service because I saw your job description and these are the skills
taht I have. Im excited to work

What do you understand about the role?

In part of knowing the job, it excites me about this line of business. I understand how I can assist
retal and card customers and this time I want to assist the people in the other side of the
business.

What’s your short term and long term goals?

(We don’t have to answer everything in long ways)
My long term goal is to really be a corporate lawyer.
My short term goals is to really while keeping excellence in my
Knowing the product. I want to be a top specialist.
30-60-90
30- Trai 60- to be a subject matter expert 90 - to train in another role
1-5 years I want to be an expert of my role and I am ready to take on another role
Such as being a peer coach, a trainer, corporate lawyer
What’s the impact that ive given to the lob what impact can I give to a higher role
What impact can I give to MS?

What will you do if you don’t get accepted?

don’t use as many adjectives
If I will not et accepted, I will continue contributing to the team in delivering services.
And sine im passionate ill surely reach out to you on things that I can do better,and whne theres
another opening ill apply what ive learned from you.
If you pass, you’ll proceed to STAR.
Situation
Task
Action
Resoluton

BEHAVIOR
Formula:
There was this situation that happened in/ what happened was

What I did was

The results were

HANDLING CONFLICT/COMMUNICATE
Was there a situation that there was a disagreement and how was it handled?
Be specific: what was the conflict
I’ve worked with a colleague whose somehow pessimistic and the team was almost failing. This
colleague was saying
What I did was that I told the manager If I could get statistics and and best practices on how we
can increase oour, call listening, feedback session, my team leader agreed to it. CSAT score
increased
After I showed them calculation, we have to get daily
The result were 78 chuchuchu

Presentation which I have prepared after shift…

Taken…
Facilitated the meeting
What were the results?
SHould include… Done continuously? REinforcement next month

How were you able to communicate?

Did you do it with respect, diplomatically, asked resolutions from them, talked privately, as a
group, “I explained to them respectfully, diplomatically, message thru skye to spread positivity in
the group’

DATA ANALYSIS
Newbie in CF/R
This situation happend when I was still a newbie in retail. The moment I was introduced to
webstats I did not understand what was shown there. Wasn’t familiar on how to make the scores
better. Im always grateful for my network. And I have friends who are in the managerial roles and
reached out to them positively and asked for trackers. That I can use and until now those that
they have given me and a result I now know how to analyze the score. Tracker, shared it with the
team, made spiels on spec dept transfers, first call resolution not just to transfer.

BUILDING LASTING RELATIONSHIP

Since you were able to communicate with them, made us stronger, able to contribute, initiative in
raising concerns. It always happens blast these messages.
Made the team stronger. Colleagues/ higher ups

Was there a time that your UM/DL was absent and all the leaders were absent and you have to
decide on your own.

PROBLEM SOLVING/DECISION MAKING

Contacted escalation, checked chase answers. BE SPECIFIC WHAT THE ISSUE IS ABOUT. Make
check ins in mydev. Nakig connect ug other UM. Asked how to put in check ins for my dev.
Gaveme powerpoint presentation. Self paced learning in ppt. The result we were a day behind
the deadline.100% completion rate.

Set a differnet notepad for the formula!!!