CBT Ethical and Professional Conduct 2

Question 1

A customer becomes verbally abusive after a hold is placed on a deposited check. What is the most professional response?

Accepted Answer

Remain calm, explain the hold policy, and involve a supervisor if needed

Answer

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?

Accepted Answer

Decline to share any account information with an unauthorized person

Answer

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?

Accepted Answer

Waiving a fee on a family member's account without authorization

Answer

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?

Accepted Answer

Report the issue to a supervisor according to bank policy

Answer

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?

Accepted Answer

Decline to discuss any customer's financial information

Answer

Customer information learned at work is confidential and may not be disclosed outside authorized purposes.

CBT - Certified Bank Teller Practice Test

CBT - Certified Bank Teller Practice Test

CBT Ethical and Professional Conduct 2