Commonwealth Bank of Australia Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 362 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Commonwealth Bank of Australia.
Commonwealth Bank of Australia
Call Center Representative
Entry Average Neutral experience No offer 1 round
Interview process
Recruiter call Phone screen
Interview formats
Behavioral Technical
We started with about 30 minutes of casual chat and then moved into some behavioral questions. They wanted to know how I'd handle situations like disputable transactions with clients, how to calm down angry customers, and when and how to escalate tough issues to other teams.
Confirmed questions3 questions
- How would you manage a customer who has a transaction they are disputing?
- What's your strategy for calming down an upset customer?
- Tell me about how you would escalate a complicated issue to the right department.
Commonwealth Bank of Australia
Customer Service Representative
Entry Average Positive experience Decline offer 4 rounds
Interview process
Phone screen Recruiter call Background check Offer
Interview formats
Behavioral Technical Other
So, first we'll hop on a quick phone call to screen you. If that goes well, we'll move to a behavioral interview where we'll dive into stuff like how you communicate, show empathy, and solve problems. You might even do some role-playing or chat about past customer interactions and how you handled them. We'll also talk about your availability and teamwork. Then, there are reference checks, and if all that checks out, we'll make you an offer.
Confirmed questions1 question
- Could you share an instance where you had to handle an unhappy customer?
Commonwealth Bank of Australia
Customer Care Specialist
Entry Average Positive experience Accept offer 3 rounds
Interview process
Recruiter call Technical screen Phone screen
Interview formats
Technical Behavioral
First, I did an online application which was simple enough. Next, I had to do a Hirevue interview where I had to record myself answering six questions and play three games. This part was tough, I only had a few minutes to prep before recording and couldn't redo any answers. The platform kept crashing too, and it took about an hour total. After that, there were speed interviews with a Talent Acquisition Partner. It started with a 30-minute info session that you really need to pay attention to, especially the company values, and ask questions. If you did your homework, this part was pretty easy. The actual interview was only 10-15 minutes, asking about risks and how to handle them, and which company values I connect with.
Confirmed questions3 questions
- Regarding your past jobs, what risks did you spot and how did you manage them?
- Which Commbank values do you feel a connection to and explain why?
- Can you share an instance where you got feedback and describe your response to it?
Commonwealth Bank of Australia Customer Support Representative Interview Questions
Quoted word for word from Commonwealth Bank of Australia interview reports.
“A customer calls, saying they just set up a new account but have not received their welcome letter. What are the initial two checks you would perform?”
Read reports →“If a customer named John wants to save for a car in a year and deposit a $20,000 check, how would you assist him as a teller?”
Read reports →“Imagine a customer wants to deposit A$20,000 with the intention of buying a car in the future. How would you manage this scenario?”
Read reports →“Considering CBA's vision 'to be excel at securing and enhancing the financial wellbeing of people, businesses and communities', how does this role contribute to that vision?”
Read reports →“Imagine a customer wants to deposit a check to save for a car; how would you engage with them and fulfill their request?”
Read report →“Imagine a customer wants to deposit a $20,000 cheque to save for a car, how would you handle this role-play scenario?”
Read report →“Considering CBA's vision of "excel at securing and enhancing the financial wellbeing of people, businesses and communities", how does this align with the duties of this role?”
Read report →“CBA operates with five core values: integrity, accountability, collaboration, excellence, and service. Can you explain how these align with your own personal and work values?”
Read report →“Regarding CBA's five core values of integrity, collaboration, excellence, accountability, and service, how do these connect with your own personal and work values?”
Read report →Formats, difficulty and experience
Across all 362 Commonwealth Bank of Australia interview reports.