Banking Customer Service 4

Question 1

A customer calls to report their debit card lost. What is the FIRST action the representative should take?

Accepted Answer

Immediately deactivate the lost card to prevent unauthorized use

Answer

Deactivating the card immediately limits exposure to fraud, which takes priority over replacement or transaction review.

Question 2

Under the Bank Secrecy Act (BSA), which transaction type automatically triggers a Currency Transaction Report (CTR)?

Accepted Answer

Any cash transaction exceeding $10,000 in a single business day

Answer

The BSA requires banks to file a CTR for cash transactions (deposits, withdrawals, or exchanges) exceeding $10,000 in a single business day.

Question 3

A customer is upset that a transfer they initiated online did not post as expected. What should the representative do BEFORE offering solutions?

Accepted Answer

Verify the transaction details in the system to understand exactly what occurred

Answer

Verifying the actual transaction record ensures the representative understands the root cause before proposing any solution.

Question 4

What is 'structuring' in the context of banking compliance and customer service?

Accepted Answer

Breaking up large cash transactions to avoid triggering a CTR, which is illegal

Answer

Structuring (smurfing) is the illegal practice of splitting cash transactions to stay below the $10,000 CTR reporting threshold.

Question 5

A customer with a disability requires accommodation to access banking services. What law primarily requires banks to provide reasonable accommodations?

Accepted Answer

The Americans with Disabilities Act (ADA)

Answer

The ADA requires banks to make reasonable accommodations so customers with disabilities have equal access to banking services and facilities.

Banking Practice Test

Banking Practice Test

Banking Customer Service 4