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 any customer's information without a legitimate, documented business purpose is a serious breach of privacy and professional ethics. Curiosity is not a valid reason and can lead to disciplinary action or termination. The other options describe legitimate, job-related uses of the bank's system.

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

This situation presents a conflict of interest and a privacy issue. The most ethical action is to decline the request while explaining the policy and directing the friend to appropriate self-service channels, thereby upholding professional boundaries and protecting customer information.

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

Most banks have strict policies against employees accepting gifts, especially those with a specific monetary value, to prevent conflicts of interest or the appearance of being influenced. The proper and professional response is to politely refuse the gift and briefly explain the policy.

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

A bank employee's duty to protect customer confidentiality extends outside the bank and to all forms of communication, including social media. Posting any non-public information about a customer's transactions or relationship with the bank is a severe breach of privacy and professional ethics.

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

Professional integrity requires taking immediate ownership of mistakes. Informing a supervisor right away ensures the error is documented correctly, follows bank procedure for cash differences, and is handled transparently. Waiting or hoping the problem resolves itself is unprofessional and could complicate reconciling the drawer later.

CBT - Certified Bank Teller Practice Test

CBT - Certified Bank Teller Practice Test

Free CBT Ethical and Professional Conduct Questions and Answers