Lloyds Banking Group - Graduate PPI Claim Handler Interview Questions & Answers

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  • Graduate PPI Claim Handler

    3.8571/5 | Interview date: July 2018 | Job offer? Yes but declined |

    Was this helpful? Yes

    Sectors: Banking

    Difficulty rating 80.0 / 100

    Interview process

    Firstly, I was asked to talk about myself, talk them through my CV. Then we moved on to the next stage asking me a duple of competency based questions focusing on team work, attention to detail, motivation, strengths and weaknesses, and finally, my overall interest within the banking and financial services sector. I was asked to perform a role play over the phone between me and the recruiter (playing the role of a fictive client), assessing a PPI claim and gathering correct information then send it back in a form of summary. The first format was a conversation and role play over the telephone and then assessment centre where I had to assess and analyse, provide findings and reasons, and initiate final decision on a PPI claim.

    Most difficult question

    The main difficult question was related to the suitability and eligibility of the clients in order to correctly assess the PPI claims. I got stuck as suitability.

    Interview tips

    Make sure you read all the case studies and you fully understand the eligibility and suitability criteria for PPI claims. The initial pack comes with about 12 case studies. Each different PPI claims which have already been assessed. Ensure you read each and one of them and can answer all questions concerning the eligibility and suitability criterion. Without knowing this you would not be able to perform the final task int he assessment centre.

    Experiences at the assessment centre

    At the assessment centre we had a case study, a fictive PPI complain on behalf of the client. Our role was to analyse and present the findings of the case and on what grounds the client initiated the complaint. IN form of a letter we had to write all findings and respond to the customers each pint. Analyse the suitability and eligibility of the client and determine whether he was indeed mis-old the PPI or not. Decide whether to upheld or reject the case and explain in an official letter (template provided) as to how we came to that decision. Also perform the required calculations in rode to decide the amount needed to be refunded for the client.

    Interview steps


    • Phone
    • 1:1
    • Group / Panel
    • Senior Management
    • Video


    • Numerical
    • Personality
    • Verbal reasoning
    • Psychometric


    • Assessment centre
    • Group excercise
    • Background check
    • Presentation
    • Competency based questions

    Rating the interview

    • How would you rate the pre-attendance information? 3/5
    • How well was the interview organised? 3/5
    • What was your overall impression of the organisation? 4/5
    • What was your overall impression of the selection process? 5/5
    • Did the interview reflect the overall values / culture of the organisation? 3/5
    • Would you recommend this company to a friend? 4/5
    • Did you want the role following your interview? 5/5

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