RBS Situational Judgment 3

Question 1

A customer insists that a charge on their account is wrong and becomes aggressive. After reviewing, you confirm the charge is correct. How do you handle this?

Accepted Answer

Calmly explain the charge with evidence, acknowledge their frustration, and offer to escalate if they remain unsatisfied

Answer

Apologize and reverse the charge to calm the situation

Answer

Firmly tell the customer they are wrong and the matter is closed

Answer

Avoid confrontation by passing the customer to a colleague

Question 2

You discover that a customer has been a victim of a romance scam and is about to transfer $20,000 to a fraudster. What is the MOST appropriate action?

Accepted Answer

Pause the transaction, explain your concerns to the customer carefully, and involve the fraud team

Answer

Process the transaction because the customer has authorized it

Answer

Refuse the transaction without explaining why to the customer

Answer

Transfer only half the amount to protect the customer partially

Question 3

You are part of an RBS team that has just missed a key project deadline. How should the team respond?

Accepted Answer

Conduct a debrief to understand the root cause, report the delay to stakeholders honestly, and develop a revised plan

Answer

Blame the team members who were responsible for the delay

Answer

Pretend the deadline was not important and move on without discussion

Answer

Ask management to extend all future deadlines to avoid similar issues

Question 4

A customer asks you a detailed tax question related to their savings account that is beyond your expertise. What do you do?

Accepted Answer

Acknowledge the limits of your expertise, provide general information where appropriate, and recommend they consult a qualified tax advisor

Answer

Answer the question to the best of your ability even if you are not certain

Answer

Tell the customer you cannot help them and end the conversation

Answer

Guess the answer based on what seems logical to you

Question 5

You notice that your branch's sales reports have figures that appear to have been manually adjusted. What should you do?

Accepted Answer

Report your concern to your line manager or the compliance/ethics hotline without altering the data yourself

Answer

Correct the figures yourself to make the reports accurate

Answer

Ignore the issue since it is not your responsibility

Answer

Ask the colleague who submitted the report if they adjusted the figures before taking any action

Question 6

A customer requests a product that would technically meet their stated needs but may not be in their long-term financial interest. What is your best course of action?

Accepted Answer

Have an honest conversation about the product's long-term implications and ensure the customer makes an informed decision

Answer

Sell the product because the customer asked for it

Answer

Refuse to offer the product and suggest they see a financial advisor instead

Answer

Offer the product without discussing the potential downsides

A customer insists that a charge on their account is wrong and becomes aggressive.After reviewing, you confirm the charge is correct.How do you handle this?

A customer insists that a charge on their account is wrong and becomes aggressive.
After reviewing, you confirm the charge is correct.
How do you handle this?