RBS Situational Judgment

Question 1

A customer calls RBS furious because a payment they made three days ago has not arrived in the recipient's account. They are threatening to close their account. What is your BEST first action?

Accepted Answer

Apologize sincerely, confirm the payment details, and investigate the delay while keeping the customer informed

Answer

Immediately offer a $50 goodwill payment to calm the customer down

Answer

Transfer the customer to a manager without attempting to help yourself

Answer

Tell the customer payment delays are normal and to wait another few days

Question 2

You notice a colleague at RBS regularly leaves their workstation unlocked when away from their desk, potentially exposing customer data. You have mentioned it once but they continue. What should you do?

Accepted Answer

Escalate the concern to your line manager or report it through the bank's compliance channel

Answer

Ignore it since you already mentioned it once

Answer

Lock their screen yourself every time without telling anyone

Answer

Tell the customer service team so they can deal with it

Question 3

During a busy period at an RBS branch, a long queue has formed. An elderly customer appears confused and distressed at the back of the queue. What should you do?

Accepted Answer

Approach the elderly customer, assess their needs, and arrange appropriate assistance without dismissing others in the queue

Answer

Ask the elderly customer to wait their turn like everyone else

Answer

Immediately move the elderly customer to the front of the queue without checking with colleagues

Answer

Ignore the situation since you are already serving another customer

Question 4

A customer asks you to recommend the 'best' savings account. After reviewing their situation, you realize a competitor offers a slightly higher rate. What should you do?

Accepted Answer

Present the RBS savings options that best fit the customer's needs honestly and transparently

Answer

Recommend the competitor's account to the customer

Answer

Recommend the RBS account with the highest rate regardless of the customer's needs

Answer

Decline to advise and ask the customer to research independently

Question 5

You receive an email appearing to be from an RBS senior director asking you to urgently transfer funds to an external account. The email address looks slightly different from normal. What do you do?

Accepted Answer

Do not action the transfer; verify the request through an official channel by contacting the director directly

Answer

Process the transfer immediately because it appears to come from a director

Answer

Forward the email to IT and action the transfer while they check

Answer

Reply to the email asking for more information before transferring

Question 6

A long-standing RBS business client tells you they need an urgent loan to cover a temporary cash flow gap but their paperwork is incomplete. What is the MOST appropriate response?

Accepted Answer

Explain the documentation requirements clearly, help the client gather the missing information as quickly as possible, and escalate to a senior colleague if needed

Answer

Approve the loan immediately because they are a long-standing client

Answer

Decline the application without offering any help or alternatives

Answer

Tell the client to come back when they have all the paperwork