RBS Situational Judgment 1 — Questions and Answers
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?
- Apologize sincerely, confirm the payment details, and investigate the delay while keeping the customer informed (Correct answer)
- Immediately offer a $50 goodwill payment to calm the customer down
- Transfer the customer to a manager without attempting to help yourself
- Tell the customer payment delays are normal and to wait another few days
Correct answer: Apologize sincerely, confirm the payment details, and investigate the delay while keeping the customer informed
Acknowledging the issue, verifying details, and investigating while communicating shows professionalism and genuine concern.
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?
- Escalate the concern to your line manager or report it through the bank's compliance channel (Correct answer)
- Ignore it since you already mentioned it once
- Lock their screen yourself every time without telling anyone
- Tell the customer service team so they can deal with it
Correct answer: Escalate the concern to your line manager or report it through the bank's compliance channel
Persistent security breaches involving customer data must be escalated to management or compliance to protect the bank and customers.
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?
- Approach the elderly customer, assess their needs, and arrange appropriate assistance without dismissing others in the queue (Correct answer)
- Ask the elderly customer to wait their turn like everyone else
- Immediately move the elderly customer to the front of the queue without checking with colleagues
- Ignore the situation since you are already serving another customer
Correct answer: Approach the elderly customer, assess their needs, and arrange appropriate assistance without dismissing others in the queue
Approaching to assess the situation shows care for a vulnerable customer while remaining fair to others.
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?
- Present the RBS savings options that best fit the customer's needs honestly and transparently (Correct answer)
- Recommend the competitor's account to the customer
- Recommend the RBS account with the highest rate regardless of the customer's needs
- Decline to advise and ask the customer to research independently
Correct answer: Present the RBS savings options that best fit the customer's needs honestly and transparently
RBS requires honest and transparent advice; presenting suitable RBS products that genuinely meet the customer's needs is the correct approach.
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?
- Do not action the transfer; verify the request through an official channel by contacting the director directly (Correct answer)
- Process the transfer immediately because it appears to come from a director
- Forward the email to IT and action the transfer while they check
- Reply to the email asking for more information before transferring
Correct answer: Do not action the transfer; verify the request through an official channel by contacting the director directly
Suspicious fund transfer requests must be verified through official channels — this is a classic Business Email Compromise (BEC) fraud pattern.
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?
- Explain the documentation requirements clearly, help the client gather the missing information as quickly as possible, and escalate to a senior colleague if needed (Correct answer)
- Approve the loan immediately because they are a long-standing client
- Decline the application without offering any help or alternatives
- Tell the client to come back when they have all the paperwork
Correct 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
Helping the client complete requirements while escalating demonstrates both process adherence and genuine customer service.
RBS Situational Judgment 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?