RBS (Royal Bank of Scotland) Online Assessment Tests — Questions and Answers

Question 1: What is the primary purpose of competency-based interviews used in RBS recruitment?

To assess how candidates have demonstrated specific behaviors and skills in real past situations as evidence of future performance (Correct answer)
To assess whether candidates can work long hours and handle high stress
To test candidates' knowledge of banking regulations and products
To measure candidates' IQ and academic intelligence

Correct answer: To assess how candidates have demonstrated specific behaviors and skills in real past situations as evidence of future performance

Competency-based interviews use past behavior as the strongest predictor of how candidates will perform in similar future situations.

Question 2: Which preparation strategy is MOST effective for RBS competency-based interviews?

Relying on your ability to think on your feet and improvise during the interview
Identifying 8-10 strong examples from your experience that can be adapted to address multiple competencies, and practicing them using the STAR format (Correct answer)
Preparing answers only for questions you expect to be asked based on the job description
Memorizing standard 'model answers' from interview guides and reciting them verbatim

Correct answer: Identifying 8-10 strong examples from your experience that can be adapted to address multiple competencies, and practicing them using the STAR format

Preparing flexible real examples that can be adapted to multiple competencies is the most efficient and effective interview preparation strategy.

Question 3: Which of the boxes comes next in the sequence?

C
A
D
B (Correct answer)
E

Correct answer: B

Explanation: Please note: shapes are not in a set position within the frame. It is merely the presence and number of shapes that are important for this sequence. With every turn, there are always three squares. With every turn, there are always two diamonds. With every turn, there is always one circle.

Question 4: An RBS interviewer asks: 'Describe a time you failed to meet a target.' What is the BEST way to respond?

Describe a very minor inconsequential failure to minimize any negative impression
Describe a genuine failure honestly, take personal responsibility, explain what you learned, and describe what you did differently as a result (Correct answer)
Explain that you have always met your targets and cannot think of an example
Choose an example where external factors caused the failure to protect your image

Correct answer: Describe a genuine failure honestly, take personal responsibility, explain what you learned, and describe what you did differently as a result

Genuine self-awareness, accountability, and demonstrated learning from failure signal maturity and integrity to RBS interviewers.

Question 5: Which of the boxes comes next in the sequence?

D
C (Correct answer)
E
B
A

Correct answer: C

Explanation: Square moves from the top left corner to the middle, then to the right corner with each turn. An unshaded square appears in every third frame with each turn. A triangle appears with every alternate turn.

Question 6: Passage: 'All RBS personal loan applications are assessed on the applicant's credit score, income, and existing debt levels. No single factor guarantees approval.' A customer with an excellent credit score applies for a loan. What is true?

The customer will definitely be approved
The credit score is the only factor assessed
Approval is not guaranteed despite the excellent credit score (Correct answer)
Income and debt levels are not considered for personal loans

Correct answer: Approval is not guaranteed despite the excellent credit score

The passage explicitly states that no single factor guarantees approval, so an excellent credit score alone does not ensure it.

Question 7: Which of the following best describes 'Customer Due Diligence' (CDD) in banking?

Verifying customer identity and understanding the nature of the customer relationship to manage risk (Correct answer)
Evaluating employee performance during probation
Assessing the financial creditworthiness of loan applicants only
Conducting post-transaction audits on all accounts quarterly

Correct answer: Verifying customer identity and understanding the nature of the customer relationship to manage risk

Customer Due Diligence involves verifying a customer's identity, understanding the nature of their business or transactions, and assessing the risk they pose to ensure compliance with AML and KYC regulations.

Question 8: A passage reads: 'RBS has reduced its branch network significantly over the past decade while expanding its digital services.' Which statement is CANNOT be concluded from this passage?

RBS has invested in digital banking
RBS has closed some branches in the past ten years
The bank's branch count has decreased
Digital banking is now RBS's only service channel (Correct answer)

Correct answer: Digital banking is now RBS's only service channel

The passage says RBS expanded digital services but does not say it is the only channel available.

Question 9: Which of the boxes comes next in the sequence?

E
D (Correct answer)
A
C
B

Correct answer: D

Explanation: Doughnut shapes move in a clockwise direction with each alternate turn. Squares move in a clockwise direction with each alternate turn.

Question 10: What was the difference in the number of graduates in employment between Vietnam and Cambodia?

150
155
145 (Correct answer)
140

Correct answer: 145

Explanation: To find the answer you should subtract the number of employed Cambodia graduates from the number of employed Vietnamese graduates: (1600 × 0.42) - (1700 × 0.31) = 145 OR 672 - 527 = 145

Question 11: What is the risk of providing a competency-based example that focuses too much on what 'we' did as a team rather than what 'I' did?

There is no risk — team examples are equally effective as individual examples
The example demonstrates strong teamwork which will impress the interviewer
Using 'we' shows appropriate humility and is always preferred in banking interviews
The interviewer cannot assess your individual contribution and competencies, weakening the quality of your answer (Correct answer)

Correct answer: The interviewer cannot assess your individual contribution and competencies, weakening the quality of your answer

Competency-based questions assess individual capability — if you use 'we' throughout, the interviewer cannot evaluate your specific contribution.

Question 12: In preparing for an RBS interview, what is the best way to demonstrate commercial awareness?

Researching RBS's recent results, strategic priorities, key challenges in the banking sector, and connecting these to the role you are applying for (Correct answer)
Memorizing the current Bank of England base rate and recent FTSE 100 performance
Describing a personal investment you made that generated a profit
Stating that you follow financial news regularly without offering specific examples

Correct answer: Researching RBS's recent results, strategic priorities, key challenges in the banking sector, and connecting these to the role you are applying for

Commercial awareness is demonstrated by linking your understanding of RBS's business context to the specific role and showing genuine engagement with the bank's strategy.

Question 13: 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?

Help the colleague fix the error quietly to avoid both of you getting in trouble
Report the colleague to senior management immediately without telling them first
Encourage the colleague to report the error through the proper incident reporting process and offer to support them in doing so (Correct answer)
Keep the secret since it is not your mistake

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

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

Question 14: Which of the boxes comes next in the sequence?

E
D
B
C
A (Correct answer)
F

Correct answer: A

Explanation: The last picture of each row contains the figures in the first two pictures of that row. The figure on the bottom right repeats the figure in the first picture, but its colour changes from black to white. The figure on the top left repeats the figure in the second picture and its colour remains the same. The missing figure must contain a white diamond at the bottom (as the first picture contains a black diamond) and a black triangle at the top (the same figure as in the second picture).

Question 15: Which of the boxes comes next in the sequence?

E
D
C
A (Correct answer)
B

Correct answer: A

Explanation: Square increases in size with each turn (i.e.: small, medium, large). The smallest square informs the decrease of one corner circle in the following frame, in a clockwise direction. Squares alternate from shaded to unshaded with each turn.

Question 16: What was the highest number of students in any country that continued studying?

681
672
656 (Correct answer)
595

Correct answer: 656

Explanation: To find the answer you must work out the total number of students studying by interpreting the percentages: 41% = 0.41 1600 x 0.41 = 656 1650 × 0.36 = 594 1700 × 0.35 = 595 656 is the highest number.

Question 17: You are asked to complete an urgent task by your manager but realize you lack the knowledge to do it correctly. What should you do?

Attempt the task anyway to avoid appearing incompetent
Be honest with your manager about your knowledge gap and ask for guidance or training before proceeding (Correct answer)
Decline the task entirely without explanation
Delegate the task to a colleague without telling your manager

Correct answer: Be honest with your manager about your knowledge gap and ask for guidance or training before proceeding

Admitting knowledge gaps before taking action prevents errors and shows professional integrity, especially in a banking environment.

Question 18: Which best describes your approach to maintaining accuracy in detailed financial work?

Only double-checking when working on high-value transactions
Using checklists, double-checking figures against source data, and building in review steps before submitting (Correct answer)
Submitting work quickly and correcting errors after they are identified by others
Relying on your memory and experience to catch errors

Correct answer: Using checklists, double-checking figures against source data, and building in review steps before submitting

Systematic verification processes — checklists and reviews — reduce error rates in detail-intensive financial work.

Question 19: How do you typically respond to significant change in your work environment, such as a new system or process at RBS?

Resist the change and continue using the old approach as long as possible
Engage with the change proactively, seek to understand the rationale, and adapt your approach accordingly (Correct answer)
Wait to see if the change is reversed before investing effort in learning it
Comply minimally with the change but express frustration to colleagues

Correct answer: Engage with the change proactively, seek to understand the rationale, and adapt your approach accordingly

Proactive engagement with change — understanding the rationale and adapting — is the most effective and professional response.

Question 20: Under the Senior Managers and Certification Regime (SM&CR), what is the primary purpose of the 'Senior Managers Regime'?

To standardize salary levels for senior banking professionals across the industry
To create a register of all bank employees for HMRC tax purposes
To ensure senior individuals in banks are clearly accountable for their areas of responsibility and meet fitness standards (Correct answer)
To reward high-performing bank executives with performance bonuses

Correct answer: To ensure senior individuals in banks are clearly accountable for their areas of responsibility and meet fitness standards

The Senior Managers Regime under SM&CR makes senior individuals personally accountable for their areas of responsibility, with clear lines of accountability that regulators can enforce directly against individuals.

Question 21: Passage: 'RBS interest rates on savings accounts are reviewed quarterly. Rates may increase or decrease depending on the Bank of England base rate.' A customer opens a savings account today. What is true about their interest rate?

The rate is fixed for the life of the account
The rate is unaffected by the Bank of England base rate
The rate could change in the next quarterly review (Correct answer)
The rate will definitely increase next quarter

Correct answer: The rate could change in the next quarterly review

Since rates are reviewed quarterly and may change based on the base rate, the rate could change at the next review.

Question 22: Passage: 'Some RBS branches offer extended weekday hours, but no RBS branch is open on Sundays.' A customer claims their local RBS branch was open this Sunday. This claim is:

Possibly true if the branch is in a special location
Cannot be determined from the passage
Definitely false based on the passage (Correct answer)
True because extended hours include Sundays

Correct answer: Definitely false based on the passage

The passage states no RBS branch is open on Sundays, making the customer's claim definitively false.

Question 23: 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?

Recommend the RBS account with the highest rate regardless of the customer's needs
Present the RBS savings options that best fit the customer's needs honestly and transparently (Correct answer)
Decline to advise and ask the customer to research independently
Recommend the competitor's account to the customer

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 24: Passage: 'RBS's Premier banking service is available to customers who earn over $75,000 annually or hold savings of more than $50,000 with the bank.' Which customer QUALIFIES for Premier banking?

A customer earning $50,000 with no savings
A customer earning $60,000 with $40,000 in savings
A customer earning $70,000 with $30,000 in savings
A customer earning $80,000 annually (Correct answer)

Correct answer: A customer earning $80,000 annually

A customer earning $80,000 meets the income threshold of over $75,000, qualifying for Premier banking.

Question 25: Text: 'RBS employees are required to adhere to the bank's Code of Conduct at all times, including outside working hours when representing the organization.' Which inference is VALID?

An RBS employee at a public event representing the bank must follow the Code of Conduct (Correct answer)
Only senior RBS staff must follow the Code of Conduct
The Code of Conduct only applies during business hours
RBS employees have no personal freedom outside work

Correct answer: An RBS employee at a public event representing the bank must follow the Code of Conduct

The passage specifies the Code of Conduct applies outside working hours when representing the organization, which covers public events.

Question 26: What is the most important reason for maintaining consistent standards of service for all RBS customers regardless of account size?

Every customer deserves respectful and professional service, and inconsistent standards create legal and reputational risks (Correct answer)
Customers with smaller accounts are more likely to complain than those with larger accounts
Larger account holders deserve more time and effort than smaller account holders
Consistency reduces the time spent on each interaction, improving efficiency

Correct answer: Every customer deserves respectful and professional service, and inconsistent standards create legal and reputational risks

Consistent service standards are both ethically required and legally mandated under treating customers fairly regulations.

Question 27: Passage: 'RBS offers fixed-rate and variable-rate mortgage products. Fixed-rate mortgages provide payment certainty while variable-rate mortgages may fluctuate with market interest rates.' Which conclusion FOLLOWS from the passage?

A customer with a variable-rate mortgage may see their payments change (Correct answer)
Fixed-rate mortgages are always cheaper than variable-rate mortgages
RBS recommends fixed-rate mortgages to all customers
Variable-rate mortgages are riskier for the bank than for the customer

Correct answer: A customer with a variable-rate mortgage may see their payments change

The passage states that variable-rate mortgages may fluctuate with market rates, meaning payments could change.

Question 28: What is GDPR's primary relevance to banks like RBS?

It mandates that banks offer digital banking services to all customers
It governs how banks must collect, store, process, and protect personal customer data (Correct answer)
It requires banks to share customer financial data with government tax authorities
It sets minimum interest rates for savings accounts across Europe

Correct answer: It governs how banks must collect, store, process, and protect personal customer data

GDPR (General Data Protection Regulation) governs how organizations including banks handle personal data, granting customers rights over their data and imposing strict obligations on how it is collected, stored, and processed.

Question 29: Passage: 'NatWest Group, the parent company of RBS, reported increased customer satisfaction scores in 2024 compared to the prior year.' What is DEFINITELY true?

Every RBS customer is satisfied
Customer satisfaction at NatWest Group improved year over year (Correct answer)
NatWest Group outperforms all competitors in satisfaction
RBS was independently surveyed from NatWest Group

Correct answer: Customer satisfaction at NatWest Group improved year over year

The passage clearly states that NatWest Group's customer satisfaction scores increased compared to the prior year.

Question 30: Read: 'RBS trains all new staff in anti-money laundering procedures during their first month of employment. The training is mandatory and must be completed before handling customer funds.' A new hire starts handling customer funds on day 20 without completing the training. This is:

A violation of RBS policy (Correct answer)
Not a concern because day 20 is within the first month
Acceptable if a manager approves it
Fine because training can be completed later

Correct answer: A violation of RBS policy

The passage states training must be completed before handling customer funds, so doing so without completing it violates policy.

Question 31: What does a Suspicious Activity Report (SAR) require bank employees to do?

Report suspected money laundering or financial crime to the National Crime Agency (Correct answer)
Report customer complaints to management
Document all large transactions above £10,000
Notify customers when their accounts are flagged

Correct answer: Report suspected money laundering or financial crime to the National Crime Agency

A SAR requires bank employees to report suspicions of money laundering, terrorist financing, or other financial crime to the National Crime Agency (NCA) without tipping off the customer.

Question 32: Which of the boxes comes next in the sequence?

C
E
A
B (Correct answer)
D

Correct answer: B

Explanation: Circle in the top left segment for one frame, then omitted for the following two frames, with each turn. A small triangle alternates from the upper triangular segment to the lower triangular segment with each turn.

Question 33: Text: 'RBS has committed to achieving net-zero carbon emissions by 2050 and has stopped direct financing of new oil and gas exploration projects.' What can be concluded?

RBS has sold all existing energy sector investments
Oil and gas companies cannot bank with RBS
RBS will not directly fund new oil and gas exploration (Correct answer)
RBS has already achieved net-zero emissions

Correct answer: RBS will not directly fund new oil and gas exploration

The passage states RBS has stopped direct financing of new oil and gas exploration projects, confirming it will not fund them.

Question 34: A customer at RBS insists on speaking with the branch manager immediately about a minor account issue you are fully qualified to resolve. What should you do?

Ask the customer why they want to speak to the manager before deciding what to do
Immediately hand over to the manager without attempting to help
Tell the customer the manager is unavailable and leave it at that
Assure the customer you can help them and begin addressing the issue, offering to involve the manager if the resolution is unsatisfactory (Correct answer)

Correct answer: Assure the customer you can help them and begin addressing the issue, offering to involve the manager if the resolution is unsatisfactory

Offering to resolve the issue yourself while acknowledging the customer's escalation preference respects both their autonomy and service efficiency.

Question 35: Which of the boxes comes next in the sequence?

A
D
E
B
C (Correct answer)

Correct answer: C

Explanation: The triangle alternates from pointing up to pointing right with each turn. The doughnut shape alternates from the left corner to the right corner with each turn.

Question 36: What does AML stand for in the context of banking compliance?

Automated Market Liquidity
Account Monitoring Legislation
Asset Management Lending
Anti-Money Laundering (Correct answer)

Correct answer: Anti-Money Laundering

AML stands for Anti-Money Laundering, which encompasses laws and procedures designed to stop criminals from disguising illegally obtained funds as legitimate income.

Question 37: How should you respond if you are asked an RBS competency question about a time you showed leadership, but your only examples are from university or volunteer work?

Apologize for your lack of professional leadership experience and ask to move on
Fabricate a professional example to appear more experienced
State that leadership opportunities have not been available to you yet
Use the best available example from any context, clearly explain the situation, and focus on the transferable skills you demonstrated (Correct answer)

Correct answer: Use the best available example from any context, clearly explain the situation, and focus on the transferable skills you demonstrated

Competencies are transferable — strong examples from university, volunteering, or sport are entirely valid if clearly connected to the RBS context.

Question 38: Which best describes an 'empathy statement' in customer service at RBS?

A standard script read to all customers during difficult interactions
A verbal acknowledgment that demonstrates you understand and validate the customer's feelings before moving to a solution (Correct answer)
A formal written apology issued by the bank after a complaint
A discount offered to compensate for a poor customer experience

Correct answer: A verbal acknowledgment that demonstrates you understand and validate the customer's feelings before moving to a solution

An empathy statement is a spontaneous verbal acknowledgment of the customer's emotions that precedes and enhances any practical solution.

Question 39: Read: 'Digital banking usage at RBS has grown by 40% over five years. However, demand for in-branch services for complex financial advice remains high.' What does this suggest?

Digital banking will fully replace branches within five years
RBS should close all branches immediately
Customers use digital channels for routine tasks but still value in-person advice for complex needs (Correct answer)
Only young customers use digital banking at RBS

Correct answer: Customers use digital channels for routine tasks but still value in-person advice for complex needs

The passage implies a split: digital for routine use growing, while in-branch complex advice remains in demand.

Question 40: Which of the boxes comes next in the sequence?

C
B
A
E (Correct answer)
D

Correct answer: E

Explanation: The line alternates from being diagonal to vertical with each turn. Square moves in an anticlockwise direction around the frame with each turn.

Question 41: When asked 'Tell me about a time you adapted to significant change' in an RBS interview, what should your answer focus on?

A specific situation where you proactively embraced a change, the concrete steps you took to adapt, and the positive outcome for yourself and your team (Correct answer)
Focusing on how the change was eventually reversed and things returned to normal
Explaining your general open-mindedness toward change without a specific example
Describing a change you disagreed with but eventually complied with reluctantly

Correct answer: A specific situation where you proactively embraced a change, the concrete steps you took to adapt, and the positive outcome for yourself and your team

Adaptability examples should demonstrate proactive engagement and positive outcomes, not passive compliance or resistance.

Question 42: Read: 'All relationship managers at RBS must complete a financial compliance training course. James is a relationship manager at RBS.' What can be logically concluded?

James enjoys compliance training
James is the best relationship manager at RBS
James must complete the financial compliance training course (Correct answer)
James has already completed the training

Correct answer: James must complete the financial compliance training course

Since all relationship managers must complete the training and James is one, he must complete it.

Question 43: A customer contacts RBS wanting to cancel all their products after a negative experience. What is the BEST first response?

Ask the customer to reconsider without first addressing their underlying concerns
Offer financial incentives immediately to persuade the customer to stay
Thank them for contacting you, listen to understand the negative experience fully, and work to resolve the root cause before discussing retention (Correct answer)
Immediately begin the cancellation process to respect the customer's decision

Correct answer: Thank them for contacting you, listen to understand the negative experience fully, and work to resolve the root cause before discussing retention

Understanding and addressing the root cause of dissatisfaction is more effective than either immediate cancellation or incentive offers.

Question 44: Which describes your attitude toward professional development and training opportunities offered at RBS?

You actively seek out relevant training, apply what you learn to your role, and share knowledge with colleagues (Correct answer)
You attend all training sessions but do not apply the content to your daily work
You prefer to learn exclusively on the job without structured training
You complete mandatory training only and avoid optional learning programs

Correct answer: You actively seek out relevant training, apply what you learn to your role, and share knowledge with colleagues

Proactively engaging with development opportunities and applying and sharing learning represents the highest level of professional engagement.

Question 45: If an interviewer at RBS says your answer was too general and asks you to provide a more specific example, what should you do?

Acknowledge you cannot think of a specific example and ask to move to the next question
Explain that your experience is varied and specific examples are difficult to isolate
Think of a concrete real-life situation from your experience and describe it using specific details about your actions and the outcome (Correct answer)
Repeat your original answer with slightly different wording

Correct answer: Think of a concrete real-life situation from your experience and describe it using specific details about your actions and the outcome

Competency interviews require specific real examples — when prompted, you must recall and describe a concrete situation with clear personal actions.

Question 46: What is 'regulatory capital' in banking?

The total amount of loans a bank is permitted to issue annually
The maximum dividend a bank can pay to shareholders each year
The minimum amount of capital a bank must hold as required by regulators to absorb losses (Correct answer)
The government funding provided to banks during financial crises

Correct answer: The minimum amount of capital a bank must hold as required by regulators to absorb losses

Regulatory capital is the minimum amount of capital that banks are required by regulators to hold as a buffer against unexpected losses, ensuring they can remain solvent during financial stress.

Question 47: Which of the boxes comes next in the sequence?

C
A
B
E (Correct answer)
D

Correct answer: E

Explanation: Line changes with each turn from diagonal, to vertical, to the inverse diagonal, and then to horizontal. The dot moves from the top right corner, to intersect with the middle line, to the bottom left corner with each turn. The triangle moves around the frame corners in an anti-clockwise direction with each turn.

Question 48: 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?

Ignore it since you already mentioned it once
Escalate the concern to your line manager or report it through the bank's compliance channel (Correct answer)
Tell the customer service team so they can deal with it
Lock their screen yourself every time without telling anyone

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 49: Which of the boxes comes next in the sequence?

E (Correct answer)
B
D
A
C

Correct answer: E

Explanation: The triangle alternates by 90 degrees with each turn. The triangle alternates from shaded to unshaded with each turn.

Question 50: Which of the boxes comes next in the sequence?

B
D
E
A (Correct answer)
C

Correct answer: A

Explanation: The square moves in an anti-clockwise direction with each alternate turn. The three-quarter circle rotates by 45 degrees with each turn. The half circle moves in an anti-clockwise direction with each turn.

RBS (Royal Bank of Scotland) Online Assessment Tests

The RBS/NatWest Group online assessment evaluates candidates for graduate and professional roles across verbal reasoning, logical/diagrammatic reasoning, situational judgement, competency, and banking knowledge using TalentQ Elements adaptive psychometric tests.

Questions

65 min

Time Limit

70%

To Pass

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