Banking Customer Service 5 — Questions and Answers
Question 1: A teller notices a regular customer making an unusual cash withdrawal of $9,500—just below the CTR threshold—and acting nervously. What should the teller do?
- Process the transaction normally since it is below the reporting threshold
- File a Suspicious Activity Report (SAR) internally if structuring or other suspicious behavior is suspected (Correct answer)
- Refuse the transaction and ask the customer to leave
- Ask the customer directly if they are trying to avoid reporting
Correct answer: File a Suspicious Activity Report (SAR) internally if structuring or other suspicious behavior is suspected
A SAR should be filed when a transaction appears suspicious regardless of dollar amount; tellers must never directly confront the customer about suspected structuring.
Question 2: What does 'first call resolution' (FCR) measure in a bank's customer service context?
- The speed at which a new account is opened
- The percentage of customer issues resolved during the initial contact without a callback (Correct answer)
- The number of calls handled per hour by a representative
- The ratio of complaints to total customer contacts
Correct answer: The percentage of customer issues resolved during the initial contact without a callback
FCR measures how effectively the bank resolves customer issues on the first interaction, which is a key indicator of service quality and efficiency.
Question 3: A customer asks why their savings account interest rate dropped since last month. What is the MOST accurate explanation a banker should be prepared to give?
- The bank randomly adjusts rates to maintain profitability
- Variable rate accounts can change with market conditions and the federal funds rate (Correct answer)
- Interest rates only change once per year by law
- The rate dropped because the customer's balance fell below a threshold
Correct answer: Variable rate accounts can change with market conditions and the federal funds rate
Most savings account rates are variable and tied to market benchmarks like the federal funds rate, which can change following Federal Reserve decisions.
Question 4: A customer is elderly and a teller notices that a third party is pressuring the customer to withdraw a large sum of cash. What should the teller do?
- Complete the transaction quickly to avoid conflict
- Find a discreet way to speak privately with the customer and, if elder financial abuse is suspected, follow the bank's BSA/elder abuse reporting protocols (Correct answer)
- Tell the third party to wait outside while processing the transaction normally
- Refuse any transaction involving a third party
Correct answer: Find a discreet way to speak privately with the customer and, if elder financial abuse is suspected, follow the bank's BSA/elder abuse reporting protocols
Elder financial abuse is a reportable concern; banks are trained to create opportunities for private conversation and escalate through proper channels when abuse is suspected.
Question 5: Which of the following BEST describes the purpose of a bank's customer service satisfaction survey (e.g., NPS or CSAT)?
- To comply with FDIC audit requirements
- To identify gaps in service delivery and improve the customer experience over time (Correct answer)
- To verify that tellers are meeting sales quotas
- To determine which customers qualify for loyalty rewards
Correct answer: To identify gaps in service delivery and improve the customer experience over time
Satisfaction surveys like NPS and CSAT collect structured feedback that banks use to identify weaknesses and continuously improve service quality.
Question 6: A customer who only speaks Spanish approaches a branch where no bilingual staff is available. What is the bank's obligation under fair access principles?
- The customer must return when a Spanish-speaking representative is working
- The bank should make reasonable efforts to assist, such as using a telephone interpreter service (Correct answer)
- The bank can decline service since translation is not a required banking service
- The customer must bring their own interpreter
Correct answer: The bank should make reasonable efforts to assist, such as using a telephone interpreter service
Banks are expected to make reasonable efforts to serve customers with limited English proficiency, including using interpreter services, to ensure equal access to banking.
Question 7: A customer asks for their account number over the phone. What must the representative do BEFORE sharing any account information?
- Share the information since the customer initiated the call
- Verify the caller's identity using established authentication procedures (Correct answer)
- Ask the customer to visit a branch instead
- Transfer the call to a supervisor for approval
Correct answer: Verify the caller's identity using established authentication procedures
Identity verification before disclosing any account information is mandatory regardless of who initiates the call, protecting against social engineering fraud.
Banking Customer Service 5
A teller notices a regular customer making an unusual cash withdrawal of $9,500—just below the CTR threshold—and acting nervously.
What should the teller do?