HSBC Account Manager interview questions

I applied on company website and that was easy, just uploading my CV and answering a few simple questions. After about two weeks I got a call from lady asking questions about my work history and booking me a telephone interview for the next day. I was pretty nervous, but I passed. Whole conversation took 20 minutes. They asked me two questions about dealing with difficult customers and how I overcome some difficult time (I used example for personal life there). Already next day I got a call for a face to face interview, conformation email misspelled my first name that looked a bit unprofessional. Face to face was very formal. First part was role play, where I was left alone with some information and manager was playing customer on the phone. It is very easy to follow instructions if you have experience, I don't but I passed. Second part was answering 5 competency based questions and by that point I was already tired so maybe I didn't think of right answers. I'm unsure why I didn't passed the last stage, but it might be related to a fact I'm not a native speaker and they don't want their customers have impression that their customer support is not based in the UK.

I arrived 10 mins early taken up to the room where I would work and was interviewed in a room nearby.. the interview started off with a role play you are given some sheets with a fake customer and his account details and the procedure to follow when answering calls from customers... the man interviewing went into another room and gave me a phone from which he would call so I had to answer and pretend he was a customer.. he wanted to pay some money off his account I helped do that... ensuring I wrote down what he wanted and what I did.. I then advertised online banking to him and if he would be interest I could register him for that.. ensuring throughout the whole process I used his name ... also be friendly ask him how his day went etc... after that was over I was given 5 mins to prepare a few sentences of what the customer wanted.. and I passed that stage and was then given the normal interview questions you’d expect.