Capital One Assessment Test Ethics and Conduct 5 — Questions and Answers
Question 1: You are working remotely and your family member accidentally sees confidential customer information on your screen. What should you do?
- Do nothing since it was accidental
- Remind the family member not to discuss it and report the incident
- Log the incident internally and take steps to prevent future exposure (Correct answer)
- Shut down the computer immediately and request new assignments
Correct answer: Log the incident internally and take steps to prevent future exposure
Accidental data exposure must be logged and preventive measures taken; it is not dismissible simply because it was unintentional.
Question 2: When is it acceptable to share a coworker's performance concerns with other team members?
- When you trust the team members to keep it confidential
- When you believe it would help the coworker improve
- It is generally not acceptable; performance issues are confidential HR matters (Correct answer)
- When the coworker's performance affects the whole team
Correct answer: It is generally not acceptable; performance issues are confidential HR matters
Employee performance information is confidential and should only be discussed through proper HR and management channels.
Question 3: A manager instructs you to backdate a document to comply with an audit. What should you do?
- Follow the instruction since your manager is responsible
- Backdate it but keep a personal record of the actual date
- Refuse and escalate the request to compliance or ethics resources (Correct answer)
- Do it once but warn the manager not to ask again
Correct answer: Refuse and escalate the request to compliance or ethics resources
Backdating documents is falsification of records and is illegal; instructions from management do not make it permissible.
Question 4: A customer shares that they are experiencing financial hardship during a debt collection call. What does ethical conduct require?
- Continue the standard collection script to stay compliant
- Treat the disclosure as irrelevant to the collection process
- Acknowledge their situation and explore appropriate hardship options (Correct answer)
- Transfer the call to a supervisor to avoid the discomfort
Correct answer: Acknowledge their situation and explore appropriate hardship options
Ethical and fair debt collection requires acknowledging customer hardship and exploring all available relief or payment options.
Question 5: You discover that you made an error that benefited a customer by $500. The error hasn't been noticed. What should you do?
- Leave it since the customer benefited
- Correct it quietly without telling anyone
- Report and correct the error through proper channels (Correct answer)
- Wait to see if it gets flagged in the next audit
Correct answer: Report and correct the error through proper channels
Accuracy and integrity require reporting and correcting errors regardless of who benefits; self-reporting demonstrates ethical conduct.
Question 6: Which behavior is most consistent with a speak-up culture at Capital One?
- Raising concerns only after you've tried to resolve them on your own
- Reporting issues through formal channels even when it's uncomfortable (Correct answer)
- Waiting until you're certain before raising any concern
- Flagging issues only when they directly affect your own work
Correct answer: Reporting issues through formal channels even when it's uncomfortable
A speak-up culture encourages employees to raise concerns through formal channels promptly, even when it feels uncomfortable to do so.
Question 7: An acquaintance who works at a competitor asks you about Capital One's pricing strategy during a casual lunch. What is the ethical response?
- Share general industry knowledge but nothing specific
- Decline to discuss any non-public competitive information (Correct answer)
- Share if they share equivalent information about their company
- Confirm only what is already published publicly
Correct answer: Decline to discuss any non-public competitive information
Sharing non-public competitive strategy with a competitor, even casually, can violate antitrust laws and company confidentiality obligations.
Capital One Assessment Test Ethics and Conduct 5
You are working remotely and your family member accidentally sees confidential customer information on your screen.
What should you do?