Ethical and Professional Conduct Flashcards
7 cards from real CBT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Ethical and Professional Conduct flashcards as text
A customer becomes verbally abusive after a hold is placed on a deposited check. What is the most professional response?
Answer: Remain calm, explain the hold policy, and involve a supervisor if needed
Professional conduct means staying calm, following policy, and escalating when appropriate.
A customer calls asking for the balance of her adult son's account, saying she is worried about him. She is not on the account. What should the teller do?
Answer: Decline to share any account information with an unauthorized person
Under GLBA and bank privacy policy, account information is shared only with owners or authorized parties.
Which of the following best describes a conflict of interest for a teller?
Answer: Waiving a fee on a family member's account without authorization
Using your position to benefit yourself or relatives creates a conflict of interest.
A teller notices a coworker routinely leaving her cash drawer unlocked while on break. What is the best action?
Answer: Report the issue to a supervisor according to bank policy
Security lapses that expose bank assets should be reported through proper channels.
A teller overhears confidential details about a local business's loan troubles at work. Later, a friend asks if the business is in trouble. What should the teller say?
Answer: Decline to discuss any customer's financial information
Customer information learned at work is confidential and may not be disclosed outside authorized purposes.
A teller's cousin asks her to process his large cash withdrawal without asking for ID because 'we're family.' What should the teller do?
Answer: Have another teller handle it and still follow standard ID procedures
Employees should avoid handling transactions for relatives where possible and must never bypass identification procedures.
A longtime customer offers a teller a $200 gift card as a holiday thank-you for helping open a business account. What is the most appropriate response?
Answer: Politely decline or follow the bank's gift policy and disclose it to a supervisor
The Bank Bribery Act and bank codes of conduct require employees to follow gift policies and disclose anything of value tied to bank business.