Free CBT Ethical and Professional Conduct Questions and Answers

Question 1

Which of the following represents an unacceptable use of a bank's computer system by a teller?

Accepted Answer

Looking up the account balance of a local celebrity who is a customer, purely out of personal curiosity.

Answer

Accessing the bank's intranet to review the official procedure for placing a hold on a large check.

Answer

Using the system's currency conversion tool to complete an international customer's transaction.

Answer

Accessing a customer's account statement after the customer calls to inquire about a specific transaction.

Question 2

A teller's close friend is a customer at the bank. The friend asks the teller to 'keep an eye' on their account and let them know if their payroll deposit arrives. What is the most ethical response?

Accepted Answer

Explain that accessing their account without a transaction request is against privacy policy and suggest they use online or mobile banking to check for the deposit.

Answer

Agree to help and message the friend as soon as the deposit is posted.

Answer

Ask another teller to check the account for them to avoid a direct conflict.

Answer

Tell the friend to call the bank's main customer service line later in the day.

Question 3

A regular and very satisfied customer insists on giving a teller a $50 gift card as a personal thank-you for excellent service during the holiday season. According to typical bank policies and professional conduct standards, what should the teller do?

Accepted Answer

Politely decline, explaining that bank policy prohibits employees from personally accepting gifts of value from customers to avoid any appearance of impropriety.

Answer

Accept the gift card but do not tell management about it.

Answer

Accept the gift card and share it with the other tellers in the branch.

Answer

Thank the customer and immediately give the gift card to the branch manager to be used for branch supplies.

Question 4

A teller is friends with a customer on social media. After work, the teller posts, "What a great day! My favorite customer, John Smith, came in and was approved for a huge mortgage for his dream home!" Why is this post a major ethical violation?

Accepted Answer

It discloses specific, confidential customer information (name and transaction type) to the public.

Answer

It implies that the teller has favorite customers, which is unprofessional.

Answer

It could be misinterpreted as an official bank announcement.

Answer

It violates the bank's policies on using social media during work hours.

Question 5

While processing a deposit, a teller realizes they gave a customer $20 extra in cash back by mistake. The customer has already left the bank. Which action best demonstrates professional integrity?

Accepted Answer

Immediately inform a supervisor of the error so it can be documented and handled according to the bank's official procedure for teller differences.

Answer

Hope that the cash drawer will balance out at the end of the day from other transactions.

Answer

Make a note of the error and hope the customer is honest and returns the money.

Answer

Wait until the end of the day to see if the drawer is short before taking any action.

Question 6

At a quiet moment on the teller line, a coworker begins to loudly complain about another employee's work performance in an area where other customers might overhear. What is the MOST professional way to handle this situation?

Accepted Answer

Quietly and discreetly suggest to the coworker that they discuss the issue in a private area, away from the teller line.

Answer

Join in the conversation to build rapport with the coworker.

Answer

Loudly tell the coworker to be quiet because customers are present.

Answer

Immediately report the coworker's unprofessional conduct to the branch manager.