Position Name: Fraud 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
What type of environment do you thrive in? What type of management style do you enjoy most?
What are your short and long-term professional goals?
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:
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:
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Give me an example of a workflow or procedure improvement you made. Who else was involved and how did you implement it?
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We all have had times when we’ve found an error in our work only after it became a problem. When have you found yourself in this situation? How did you resolve the situation? What steps did you take to prevent errors from reoccurring?
Situation:
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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:
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Communication
Tell me about a time when you had to give instructions to another person who was having difficulty understanding. What did you do?
Situation:
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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:
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Critical Thinking
When a decision is needed, what process do you use to come to the right response?
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Conflict Management
Tell me about a difficulty you encountered in working with another department. What did you do to improve the situation?
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Decision Making
Tell me about a time when you had to make a decision that impacted multiple people. How did you communicate that decision and how was it received?
Situation:
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Do you tend to make decisions quickly and instinctively or more slowly and methodically? Tell me about a time when your method did not achieve the results you expected. What happened and what did you do?
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Customer Focused
Have you ever had to go the extra mile to satisfy a customer? Tell me what you did and what was the result?
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Give me an example of a time when a customer really tried your patience. How did you handle it?
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Describe a time when you successfully handled a customer complaint.
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Problem Solving
Tell me about a recent time when you needed to adjust your approach on the fly in order to complete a job or project.
Situation:
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Describe a time where you developed a process in an effort to solve a problem.
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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 is one thing I should know about you that I haven’t asked?
What could you bring to this position that other candidates could not?
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?