RBC Situational Judgement Scenarios 2 — Questions and Answers
Question 1: A long-time RBC client calls upset because a fee was charged to their account that they believe is incorrect. After reviewing, you confirm the fee was applied per policy. What is the best response?
- Explain the fee policy clearly, apologize for the confusion, and explore if any goodwill adjustment is appropriate given the client relationship. (Correct answer)
- Firmly tell the client the fee is correct per policy and there is nothing you can do.
- Immediately waive the fee to end the call quickly without explaining anything.
- Transfer the client to your manager without attempting to resolve it yourself.
Correct answer: Explain the fee policy clearly, apologize for the confusion, and explore if any goodwill adjustment is appropriate given the client relationship.
Acknowledging the client's frustration, explaining the policy, and exploring goodwill options balances policy adherence with client retention.
Question 2: You overhear a colleague giving a client inaccurate information about an RBC investment product. The colleague is more senior than you. What do you do?
- Say nothing because the colleague outranks you and it's not your place.
- Interrupt immediately in front of the client to correct your colleague.
- After the call ends, privately let your colleague know about the error and offer to help clarify with the client. (Correct answer)
- Report the colleague to HR without speaking to them first.
Correct answer: After the call ends, privately let your colleague know about the error and offer to help clarify with the client.
Addressing the error privately after the interaction respects the colleague's standing while ensuring the client receives accurate information.
Question 3: You are working from home and realize mid-task that you accidentally emailed a client's account summary to the wrong email address. What is your immediate first step?
- Wait until end of day to assess whether anyone noticed before reporting.
- Delete the email from your sent folder and hope no one sees it.
- Immediately report the incident to your manager and your organization's privacy/security team per RBC protocol. (Correct answer)
- Call the wrong recipient and ask them to delete the email without escalating internally.
Correct answer: Immediately report the incident to your manager and your organization's privacy/security team per RBC protocol.
A data privacy incident must be reported immediately to the appropriate internal teams to meet regulatory and RBC compliance obligations.
Question 4: A client asks you to recommend whether they should invest in stocks or bonds right now based on current market conditions. You are not a licensed investment advisor. What do you do?
- Share your personal opinion about the market since you are knowledgeable.
- Decline to give investment advice and refer the client to a licensed RBC advisor. (Correct answer)
- Look up current market data online and provide a recommendation.
- Tell the client to make their own decision since you cannot help.
Correct answer: Decline to give investment advice and refer the client to a licensed RBC advisor.
Providing unlicensed investment advice violates regulatory requirements; the correct action is to refer the client to a qualified advisor.
Question 5: Your team is behind on a project deadline. Your manager asks everyone to work overtime this weekend. You have a family commitment you cannot easily reschedule. What is the best approach?
- Agree to work the full weekend and cancel your family commitment without saying anything.
- Refuse to come in at all and say nothing further.
- Speak privately with your manager, explain your situation, and propose contributing in another way such as extra hours during the week. (Correct answer)
- Complain to colleagues about the request before speaking with your manager.
Correct answer: Speak privately with your manager, explain your situation, and propose contributing in another way such as extra hours during the week.
Communicating openly with your manager and proposing an alternative shows commitment to the team while being honest about personal constraints.
Question 6: A client of a different cultural background uses formal titles and indirect communication. Your natural style is casual and direct. How should you adapt?
- Maintain your natural style because consistency is more important than adaptation.
- Mirror the client's preferred communication style, using formal titles and a more measured tone. (Correct answer)
- Ask the client to adapt to your communication style for efficiency.
- Avoid engaging with clients whose communication style differs from your own.
Correct answer: Mirror the client's preferred communication style, using formal titles and a more measured tone.
Adapting your communication style to match the client's preferences builds trust and demonstrates cultural competence.
Question 7: While processing a large wire transfer for a business client, you notice the destination account details seem inconsistent with their normal transaction history. What should you do?
- Process the transfer immediately since the client authorized it.
- Pause the transaction, verify the details with the client through a trusted contact method, and escalate to your compliance team if concerns remain. (Correct answer)
- Cancel the transfer outright without notifying the client.
- Ask a colleague to process it so the decision is not yours.
Correct answer: Pause the transaction, verify the details with the client through a trusted contact method, and escalate to your compliance team if concerns remain.
Unusual transaction patterns are a fraud red flag; verifying with the client and escalating to compliance protects both the client and the bank.
RBC Situational Judgement Scenarios 2
A long-time RBC client calls upset because a fee was charged to their account that they believe is incorrect.
After reviewing, you confirm the fee was applied per policy.
What is the best response?