RBC Situational Judgment 2 — Questions and Answers
Question 1: A long-standing RBC client calls frustrated because a fee was charged that they believe was waived last year. You have no record of the waiver. What is the best course of action?
- Apologize and immediately refund the fee without further investigation
- Tell the client there is no record of a waiver and decline any adjustment
- Acknowledge their frustration, review account history thoroughly, and escalate to a supervisor if needed to resolve fairly (Correct answer)
- Ask the client to provide written proof of the waiver before taking any action
Correct answer: Acknowledge their frustration, review account history thoroughly, and escalate to a supervisor if needed to resolve fairly
Investigating thoroughly and escalating when needed balances client trust with proper process.
Question 2: During a busy branch afternoon, you notice a colleague is giving a client incorrect information about mortgage rates. How do you handle this?
- Interrupt immediately and correct your colleague in front of the client
- Say nothing to avoid embarrassing your colleague
- Politely interject with accurate information and follow up privately with your colleague afterward (Correct answer)
- Wait until the client leaves, then report your colleague to the manager
Correct answer: Politely interject with accurate information and follow up privately with your colleague afterward
Correcting misinformation tactfully protects the client while preserving team relationships.
Question 3: You are assigned to a project team, but one member is not completing their tasks, jeopardizing the deadline. What should you do first?
- Complete their tasks yourself without saying anything
- Report them to management immediately
- Have a direct, private conversation with the team member to understand the issue and offer support (Correct answer)
- Reassign the project tasks without consulting anyone
Correct answer: Have a direct, private conversation with the team member to understand the issue and offer support
Addressing the issue directly first gives the colleague a chance to resolve it before escalating.
Question 4: A client asks you to open an account using a slightly different spelling of their name than what appears on their ID. They say it's a typo on their ID. What do you do?
- Open the account with the name they prefer since they insist it's a typo
- Refuse to open the account entirely
- Follow RBC's KYC (Know Your Customer) policy by using the name exactly as it appears on the government-issued ID (Correct answer)
- Open the account and note the discrepancy without telling the client
Correct answer: Follow RBC's KYC (Know Your Customer) policy by using the name exactly as it appears on the government-issued ID
KYC compliance requires that account information match government-issued identification.
Question 5: You have two urgent tasks due at the same time: a client meeting and a report requested by your manager. How do you handle this?
- Skip the client meeting since internal reports take priority
- Ignore the manager's report and focus only on the client
- Immediately communicate the conflict to your manager, propose a solution, and ask for guidance on priority (Correct answer)
- Try to do both simultaneously without informing anyone
Correct answer: Immediately communicate the conflict to your manager, propose a solution, and ask for guidance on priority
Proactively communicating conflicts and seeking guidance ensures priorities are set by the right person.
Question 6: While processing a transaction, you discover an error in a colleague's previous work that has already been approved. What do you do?
- Fix the error quietly and say nothing to avoid causing trouble
- Leave it for the colleague to find themselves
- Document the error, correct it following proper procedures, and inform your supervisor (Correct answer)
- Tell the client about the colleague's mistake
Correct answer: Document the error, correct it following proper procedures, and inform your supervisor
Errors must be corrected through proper channels and reported to maintain accountability and compliance.
Question 7: A client pressures you to approve a loan application that does not meet RBC's lending criteria, stating they are a personal friend of the branch manager. What is the best response?
- Approve the loan given the relationship mentioned
- Refer the client to the branch manager immediately without explaining the criteria
- Explain that all applications must meet RBC's lending criteria regardless of relationships, and outline options available to them (Correct answer)
- Deny the application without providing any explanation
Correct answer: Explain that all applications must meet RBC's lending criteria regardless of relationships, and outline options available to them
Lending decisions must be based on policy, not personal relationships, and clients deserve a clear explanation.
RBC Situational Judgment 2
A long-standing RBC client calls frustrated because a fee was charged that they believe was waived last year.
You have no record of the waiver.
What is the best course of action?