RBS Situational Judgment 2

Question 1

You are new to RBS and a more senior colleague gives you advice that contradicts your training on data protection. What do you do?

Accepted Answer

Follow your training and politely raise the discrepancy with your manager or compliance team

Answer

Regulatory compliance training takes precedence; the correct step is to follow policy and raise the discrepancy appropriately.

Question 2

A customer discloses they are struggling financially and mentions feeling hopeless. How should you respond?

Accepted Answer

Listen empathetically, provide information about RBS's financial support services, and signpost to external mental health resources if appropriate

Answer

Vulnerable customers must be handled with empathy, and staff should connect them with appropriate support while completing their needs.

Question 3

You are midway through serving a customer when you realize you have given them incorrect information about a fee. What should you do?

Accepted Answer

Correct the information immediately, apologize for the error, and ensure the customer has the accurate details before proceeding

Answer

Immediately correcting misinformation protects the customer and upholds the bank's obligation to provide accurate advice.

Question 4

Your team is under pressure to meet a quarterly sales target for credit cards, and a customer who is clearly in financial difficulty visits the branch. What do you do?

Accepted Answer

Prioritize the customer's financial wellbeing and do not push a credit card product that is unsuitable for them

Answer

RBS's conduct standards require that customer suitability always takes priority over sales targets, especially for vulnerable customers.

Question 5

A colleague tells you they have made a significant error on a customer account but plans to fix it quietly without reporting it. What is your response?

Accepted Answer

Encourage the colleague to report the error through the proper incident reporting process and offer to support them in doing so

Answer

Banking regulations require errors affecting customer accounts to be reported; encouraging proper reporting protects the customer and the institution.

RBS - Royal Bank of Scotland Practice Test

RBS - Royal Bank of Scotland Practice Test

RBS Situational Judgment 2