Banking & Financial Services
Your practice track for Customer Service Representative
at EastWest Bank
What this interview covers
Interviewers for Customer Service Representative roles at EastWest Bank typically test across 2 areas:
Philippine-specific tips for this role
- ▸ Avoid saying "Wala naman pong risk basta magtiwala lang tayo." That dismisses controls. Better: "Risk in banking means the possibility of loss from human error, fraud, or system failure. As a teller, I can mitigate operational risk by following dual-control procedures, verifying all transactions, and being alert to red flags."
- ▸ Saying "Kulang po, baka mali kayo" can sound accusatory. Instead, say "Ma'am, upon counting, the total came to PHP 9,500. May I ask you to kindly verify as well?"
- ▸ Avoid "Basta po tatanggapin ko lang, sila na bahala sa likod." That shows unawareness. Better: "Back-office operations process transactions, maintain records, and reconcile accounts. As a teller, I must ensure all documents are complete and accurate so the back-office can function smoothly without errors or delays."
- ▸ Don't say "Pasensya na po, marami kasing tao." It deflects responsibility. Instead: "I understand your frustration, ma'am. Let me see what I can do to make it right for you."
All 4 questions in this set
In your own understanding, what is risk in banking, and can you give an example of how a teller might encounter operational risk?
EastWest Bank explicitly tests candidates on risk awareness, as tellers are the first line of defense against errors and fraud in daily operations.
You are processing a cash deposit. The customer hands you a stack of bills and says it is PHP 10,000. After counting, you find it is only PHP 9,500. How would you handle this situation?
This tests your attention to detail, mathematical accuracy, and ability to handle sensitive cash issues without alienating customers, directly tied to the pre-hire teller skills and judgment assessment.
Can you explain what back-office operations do in a bank and how a teller's role connects to them?
Interviewers probe your grasp of the larger banking process, confirming you understand how your role impacts downstream operations, which is critical for reducing costly discrepancies.
Describe a time when you went above and beyond to help a customer. What was the situation and how did you ensure their satisfaction?
The pre-hire assessment evaluates customer service judgment, and this behavioral question reveals your real-world ability to handle stressful situations with empathy and initiative, key for a branch-facing customer role.