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The Client

One of the nation’s leading financial institutions serving over 50 million consumers and US small business clients through operations in more than 40 countries

The Challenge

This leading financial institution wanted to improve the process of hiring bank teller that would support the bank’s strategic shift from transactional to relationship-based interactions. The client asked that the assessment target critical competencies that would help identify candidates more capable of driving customer engagement in their branches.

The Results

When compared to those individuals who performed below average, tellers who performed above average on the assessment were:

3x more often rated as top performers

2x more often rated “exceeds expectations”

15% higher rated on customer engagement metrics

5x more often rated as highly effective at assessing customer needs

The Virtual Job Tryout singled out indicators of overall high performance, as measured by high rates of customer engagement, efficiency in assessing customer needs, and other key competencies.

Candidate reactions

“The Virtual Job Tryout was a great way to thoroughly understand the responsibilities and roles of a teller.”

“The program provided excellent details on what a great customer service representative should have, along with the correct examples in how to handle different customer service scenarios, and problem solving.”

“I found the tryout very thorough and informative. While learning about the company, it was also an excellent opportunity to show how precise one must be when dealing with other people’s finances. It also showed the value of being able to work at a fast pace while also being precise.”