Position Name: Senior Mortgage Loan Processor
Interviewer
Candidate Name
Interview Date
Introductory Questions
– Interviewer(s) share name, role, tenure, and hand business cards for thank you messages – Share a brief overview of the company
– Give Candidate the Job Description, highlight Job Purpose, Schedule/Travel, Major Challenges & Key Decisions, and Physical Requirements
Tell us about yourself.
Walk us through your professional background.
What are your short and long-term professional goals?
What do you know about our organization?
Transitional & Verification Questions
– Clarify any unclear information from resume or application
– Verify availability for work hours and schedule, start date, and other important details
What interests you about this role?
What accomplishment on your resume are you most proud of?
Technical Questions
– Ask job related questions, based on skills and competencies needed for the role
– Ask open ended questions that allow candidates to tell a story about a specific example
– Ask 5-10 questions based on the role and how much time you have (~3-4 minutes per question)
– Listen for recent examples, details, consistency, the candidate’s role in the story, and teamwork
– Take notes and ask clarifying questions as follow-ups
What specific areas (related to the position) do you consider yourself the most knowledgeable? What areas have you had less experience or do not feel as comfortable with?
What has given you the greatest sense of achievement at work and why?
Behavioral / Situational Questions
– Ask job related questions, based on skills and competencies needed for the role
– Ask open ended questions that allow candidates to tell a story about a specific example
– Ask 5-10 questions based on the role and how much time you have (~3-4 minutes per question)
– Listen for recent examples, details, consistency, the candidate’s role in the story, and teamwork
– Take notes and ask clarifying questions as follow-ups. Follow up questions may include:
- Tell us more about the action you took and the outcome.
- What did you say at that point?
- How did you react to that situation?
- Explain your role in more detail.
- Tell me in detail what steps you took.
- And what was the result?
- Describe the obstacles you faced in getting it done.
- What other options did you consider?
- Why do you think you reacted as you did?
- How do you think others felt about your actions at the time?
- Were you satisfied with the outcome of your actions?
- If the same or a similar situation presented itself, what would you do differently?
Adaptability
What is one of the most challenging changes you have faced at work? How did it impact you? What was the outcome?
Situation:
Action:
Result:
Tell me about a situation where you were under a great deal of pressure because of numerous demands competing for your time and attention. How did you resolve the situation?
Situation:
Action:
Result:
Analytical/Detail Orientation
There are times when we inadvertently let details “slip through the cracks.” Tell me about a time when this happened to you. What was the cause? What were the results?
Situation:
Action:
Result:
Change Management
Tell me about a situation where you needed to adjust quickly to a significant change in team or department priorities? What did you do? What was the outcome?
Situation:
Action:
Result:
Coaching & Mentoring
Tell me about a recent time you had to coach an employee to perform a task.
Situation:
Action:
Result:
What are the top qualities of a good coach?
Situation:
Action:
Result:
Collaboration
Tell me about a time when you worked with people outside your work group to get information or ideas. What did you do? What was the outcome or result?
Situation:
Action:
Result:
Communication
Describe your most recent conflict within a team setting because of a miscommunication and how you were able to solve it.
Situation:
Action:
Result:
Tell me about a time when you had to give instructions to another person who was having difficulty understanding. What did you do?
Situation:
Action:
Result:
Do you tend to take an observer/listener role or be an active participant in meetings? Tell me about a time when your preferred style worked well and a time when it didn’t.
Situation:
Action:
Result:
Conflict Management
Tell me about a difficulty you encountered in working with another department. What did you do to improve the situation?
Situation:
Action:
Result:
Describe a time when you communicated something unpleasant or difficult to your manager. How did you assert yourself?
Situation:
Action:
Result:
Critical Thinking
Tell me about a recent situation when you were given job instructions and you were unable to comprehend the instructions. How did you go about completing the task?
Situation:
Action:
Result:
Describe for me a recent time when you needed to make a job-related decision but did not have all of the information you needed. How did you go about completing the task?
Situation:
Action:
Result:
Customer Focused
Describe for me a recent time when a customer request could not be satisfied. What was the situation and how did you handle it?
Situation:
Action:
Result:
What does the term “internal customer service” mean to you? Tell me about a time you demonstrated excellent internal customer service.
Situation:
Action:
Result:
Judgement
Tell us about a mistake that you made, how you took ownership, and what steps you took to make it right.
Situation:
Action:
Result:
Planning & Organization
What tools do you use to plan your day? How do these help you determine priorities? How do you keep others informed?
Situation:
Action:
Result:
Problem Solving
Tell me about a time when you encountered a problem and your supervisor was not available to help you. How did you handle the problem?
Situation:
Action:
Result:
Describe a time where you developed a process in an effort to solve a problem.
Situation:
Action:
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Teamwork/Team Building
Please give me an example of how you have contributed to the culture of previous teams.
Situation:
Action:
Result:
What role do you enjoy playing when working on a team?
Situation:
Action:
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What do you believe makes a team successful?
Situation:
Action:
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Time Management
How do you structure your day? Your week?
Situation:
Action:
Result:
Candidate’s Questions
– Be sure to leave time for their questions, generally 1-3
– Paint a positive but honest view of the pros and cons of the work and culture
Notes
Closing Questions
– Describe where you are in the process, next steps, and when they can expect to hear back
– Ask if they have any final remarks
What could you bring to this position that other candidates could not?
What do you hope to find in our organization that you don’t have now?
Interviewer Assessment
Enter your overall assessment about the candidate’s knowledge, skills, abilities, and fit for this position.
Would you recommend this candidate advance in the process?