CBT Ethical and Professional Conduct 2 — Questions and Answers
Question 1: A customer becomes verbally abusive after a hold is placed on a deposited check. What is the most professional response?
- Argue firmly until the customer accepts the hold
- Remain calm, explain the hold policy, and involve a supervisor if needed (Correct answer)
- Refuse to speak to the customer further and walk away
- Remove the hold to calm the customer
Correct answer: Remain calm, explain the hold policy, and involve a supervisor if needed
Professional conduct means staying calm, following policy, and escalating when appropriate.
Question 2: 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?
- Confirm only whether the balance is positive
- Share the balance if she knows his Social Security number
- Decline to share any account information with an unauthorized person (Correct answer)
- Give the balance since she is a parent
Correct 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.
Question 3: Which of the following best describes a conflict of interest for a teller?
- Waiving a fee on a family member's account without authorization (Correct answer)
- Processing a loan payment for a stranger
- Following dual-control procedures for the vault
- Referring a customer to a loan officer
Correct 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.
Question 4: A teller notices a coworker routinely leaving her cash drawer unlocked while on break. What is the best action?
- Take a photo and post it in the team chat
- Ignore it since it's not your drawer
- Lock it for her every time without saying anything
- Report the issue to a supervisor according to bank policy (Correct answer)
Correct answer: Report the issue to a supervisor according to bank policy
Security lapses that expose bank assets should be reported through proper channels.
Question 5: 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?
- Share only general hints
- Share it if the friend promises not to repeat it
- Decline to discuss any customer's financial information (Correct answer)
- Tell the friend since it's public gossip anyway
Correct answer: Decline to discuss any customer's financial information
Customer information learned at work is confidential and may not be disclosed outside authorized purposes.
Question 6: 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?
- Ask a coworker to approve it verbally
- Have another teller handle it and still follow standard ID procedures (Correct answer)
- Process it since she can personally identify him
- Process it but note 'known customer' in the system
Correct 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.
Question 7: 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?
- Politely decline or follow the bank's gift policy and disclose it to a supervisor (Correct answer)
- Accept it only if the customer insists twice
- Accept it, since the account is already open
- Accept it and split it with coworkers
Correct 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.
