Tell me about yourself.
If you had to describe yourself in five words, what words would you use and why?
Describe the type of work environment in which you are most inspired and productive.
Can you briefly describe your educational background and how it relates to this role?
What experience do you have with CRM systems, and how have you used them to improve customer excellence?
How do you balance your work responsibilities with your personal life?
Describe a time when you had to learn a new technology quickly. How did you approach it?
How do you ensure that customer data in CRM systems remains accurate and up-to-date?
Share an example of how you've used data from a CRM to enhance the customer experience.
How do you prioritize tasks when everything seems urgent?
Tell me about a time when you went above and beyond for a customer. What motivated you?
How do you stay motivated during challenging projects or tight deadlines?
How do you promote a culture of collaboration within your team?
Describe a situation where you had to give constructive feedback to a teammate. How did you handle it?
Can you share an example of how you've contributed to a positive team environment?
How would you define good customer service, and how does it relate to CRM usage?
What strategies would you implement to encourage widespread adoption of our CRM system?
How do you measure the success of customer experience initiatives?
Describe your experience in developing, implementing, and monitoring Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) programs.
How would you conduct a suspicious activity investigation from initial detection to filing a Suspicious Activity Report (SAR)?
Imagine a scenario where a long-standing client suddenly starts making unusually large and frequent transactions. What steps would you take to investigate this activity?
How do you ensure all staff are adequately trained on AML/CTF policies and procedures, especially those dealing directly with clients?
What is your approach to conducting risk assessments for new products, services, or client types to identify potential money laundering vulnerabilities?
What specific AML/CTF regulations are you familiar with, particularly those relevant to the credit service sector?
Can you explain the "Know Your Customer" (KYC) and "Customer Due Diligence" (CDD) principles and their importance in credit service sector?
What experience do you have with transaction monitoring systems and how would you use them to detect unusual patterns?
How do you maintain independence and objectivity when making decisions about suspicious activity and reporting?
What is your understanding of the role of a financial intelligence unit (FIU) and how you would interact with them?
Tell me about a time you had to make a difficult decision regarding a potential AML violation. What was the outcome?
Describe a situation where you had to communicate complex AML/CTF requirements to non-compliance staff. How did you ensure understanding?
Give an example of a time you had to challenge a decision or practice that you believed posed an AML risk.
How do you stay current with evolving money laundering typologies and regulatory changes?
Describe a time you had to handle a sensitive or confidential investigation. How did you ensure discretion and maintain integrity?