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

Question 1: A passage states: 'RBS provides a range of personal banking services including current accounts, savings accounts, and mortgages. The bank also offers credit cards with various reward programs.' Which conclusion MUST be true based solely on this passage?

RBS does not offer business accounts
RBS has the best credit card rewards in the US
RBS only serves personal banking customers
RBS offers mortgages to personal banking customers (Correct answer)

Correct answer: RBS offers mortgages to personal banking customers

The passage explicitly states that RBS provides mortgages as part of its personal banking services.

Question 2: 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 will definitely increase next quarter
The rate is unaffected by the Bank of England base rate
The rate could change in the next quarterly review (Correct answer)
The rate is fixed for the life of the account

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 3: If the total energy usage is 6% less in a hypothetical Plot 3 than in Plot 2 as shown, what would the total difference in energy usage be between Plot 3 and Plot 1?

17.08%
17.12%
17.06% (Correct answer)
17.1%

Correct answer: 17.06%

Explanation: To find the answer we first need to calculate 6% of Plot 2's total energy and take this figure away from Plot 2's total. This will give us the total figure for Pot 3: 15000 x 0.06 = 900 15000 - 900 = 14100 Plot 3 total energy usage = 14100 kWH Next, we need to work out the percentage difference between Plot 1 and Plot 3. We do this by calculating what percentage Plot 3's total usage is of Plot 1's: (14100 / 17000) × 100 = 82.94 If Plot 1's total equals 100% then P3's total is 82.94% 100 - 82.94 = 17.06%

Question 4: Which of the boxes comes next in the sequence?

A
D
E (Correct answer)
C
B

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

E
B
F
D
C
A (Correct answer)

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 6: Which best describes your approach to teamwork on a high-stakes RBS project with a tight deadline?

Take control of all decisions to ensure quality is maintained
Prioritize speed over coordination to meet the deadline at any cost
Communicate clearly, share information openly, support colleagues who are struggling, and coordinate efforts to avoid duplication (Correct answer)
Focus exclusively on your own tasks and leave others to manage theirs

Correct answer: Communicate clearly, share information openly, support colleagues who are struggling, and coordinate efforts to avoid duplication

Effective teamwork under pressure requires communication, mutual support, and coordination rather than isolation or over-control.

Question 7: Text: 'RBS provides business banking services to small, medium, and large enterprises. Loan products are available to businesses with at least two years of trading history.' Which business QUALIFIES for an RBS loan?

A medium-sized enterprise trading for three years (Correct answer)
A large enterprise that has not yet started trading
A sole trader with no business registration
A startup that opened six months ago

Correct answer: A medium-sized enterprise trading for three years

A medium-sized enterprise with three years of trading history meets the two-year minimum requirement.

Question 8: What is GDPR's primary relevance to banks like RBS?

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
It mandates that banks offer digital banking services to all customers

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 9: Which of the following best describes the 'resilience' competency that RBS looks for?

The ability to work long hours consistently without complaint
Never showing stress or emotion in the workplace under any circumstances
Refusing to accept failure and pursuing a goal regardless of the evidence
The ability to maintain performance and a positive approach in the face of adversity, setbacks, or high pressure (Correct answer)

Correct answer: The ability to maintain performance and a positive approach in the face of adversity, setbacks, or high pressure

Resilience in a banking context means adapting to setbacks positively while maintaining effectiveness — it is not about denial or exhaustion.

Question 10: What is the key purpose of following up with a customer after resolving their complaint at RBS?

To check whether the customer plans to leave the bank
To offer the customer additional products while goodwill is high
To confirm the resolution was satisfactory and rebuild the customer's trust and confidence in the bank (Correct answer)
To document the interaction for internal reporting purposes only

Correct answer: To confirm the resolution was satisfactory and rebuild the customer's trust and confidence in the bank

Follow-up after complaint resolution demonstrates care, confirms the fix worked, and rebuilds trust in the bank relationship.

Question 11: Passage: 'RBS's graduate program accepts applications from candidates holding a minimum of a 2:1 degree in any subject. Candidates without a degree may apply via the apprenticeship route.' Which applicant is INELIGIBLE for the graduate program?

A candidate with a 2:1 degree in History
A candidate with a 2:1 degree in Mathematics
A candidate with a First-class degree in Engineering
A candidate with a 2:2 degree in Economics (Correct answer)

Correct answer: A candidate with a 2:2 degree in Economics

The graduate program requires at least a 2:1 degree, so a 2:2 degree does not meet the minimum requirement.

Question 12: 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?

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
Ask the elderly customer to wait their turn like everyone else
Approach the elderly customer, assess their needs, and arrange appropriate assistance without dismissing others in the queue (Correct answer)

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 13: Which statement best reflects a growth mindset in a banking environment like RBS?

Believing your core strengths are fixed and cannot be significantly developed
Treating feedback from a failed client pitch as a learning opportunity to improve future presentations (Correct answer)
Avoiding new product areas where you lack experience to protect your performance metrics
Prioritizing tasks where success is guaranteed to maintain a strong track record

Correct answer: Treating feedback from a failed client pitch as a learning opportunity to improve future presentations

A growth mindset involves embracing challenges and feedback as opportunities to develop, even when outcomes are negative.

Question 14: What is 'regulatory capital' in banking?

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

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 15: What is the purpose of capturing customer feedback at RBS after a service interaction?

To determine which staff members should receive performance bonuses
To understand the customer's experience, identify service gaps, and continuously improve products and processes (Correct answer)
To have documentation available in case the customer complains formally later
To decide which customers to contact for future marketing campaigns

Correct answer: To understand the customer's experience, identify service gaps, and continuously improve products and processes

Customer feedback is primarily a continuous improvement tool, helping the bank understand experience gaps and enhance service quality.

Question 16: 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
RBS will not directly fund new oil and gas exploration (Correct answer)
RBS has already achieved net-zero emissions
Oil and gas companies cannot bank with RBS

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

A
C
B (Correct answer)
D
E

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

C (Correct answer)
B
A
E
D

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

To ensure senior individuals in banks are clearly accountable for their areas of responsibility and meet fitness standards (Correct answer)
To create a register of all bank employees for HMRC tax purposes
To standardize salary levels for senior banking professionals across the industry
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 20: 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 $60,000 with $40,000 in savings
A customer earning $80,000 annually (Correct answer)
A customer earning $70,000 with $30,000 in savings
A customer earning $50,000 with no savings

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

Memorizing standard 'model answers' from interview guides and reciting them verbatim
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
Relying on your ability to think on your feet and improvise during the interview

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 22: Which question is a classic example of a competency-based interview question that RBS uses?

'How would you theoretically handle a difficult customer?'
'Tell me about a time you had to manage multiple priorities under pressure.' (Correct answer)
'What is your favorite banking product and why?'
'What do you know about RBS's history and merger with NatWest?'

Correct answer: 'Tell me about a time you had to manage multiple priorities under pressure.'

'Tell me about a time...' is the classic competency-based question format that requires a real past example using the STAR method.

Question 23: Which of the boxes comes next in the sequence?

E
C (Correct answer)
A
D
B

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 24: 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 has already completed the training
James must complete the financial compliance training course (Correct answer)
James is the best relationship manager at RBS
James enjoys compliance 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 25: Which of the boxes comes next in the sequence?

D
E (Correct answer)
B
A
C

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 26: What is the primary purpose of 'Know Your Customer' (KYC) procedures at RBS?

To measure customer satisfaction scores
To determine which products to cross-sell to each customer
To collect customer feedback for product improvement
To verify the identity of customers and assess potential risks of illegal activity (Correct answer)

Correct answer: To verify the identity of customers and assess potential risks of illegal activity

KYC procedures verify customer identity and assess risks of money laundering, fraud, and other financial crimes.

Question 27: When working on a long-term project at RBS, which approach best reflects effective work habits?

Breaking the project into milestones, setting interim deadlines, and reviewing progress regularly (Correct answer)
Delegating the entire project to junior team members
Waiting for full information before beginning any aspect of the project
Working intensively at the end to meet the final deadline

Correct answer: Breaking the project into milestones, setting interim deadlines, and reviewing progress regularly

Breaking work into milestones with regular reviews is the most structured and effective approach to managing long-term projects.

Question 28: 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?

Customers use digital channels for routine tasks but still value in-person advice for complex needs (Correct answer)
RBS should close all branches immediately
Digital banking will fully replace branches within five years
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 29: Which of the following is the BEST example of a strong STAR response for 'Tell me about a time you resolved a conflict at work'?

Describing how a manager resolved a conflict while you observed
Describing a specific team disagreement (S), your role in mediating (T), the steps you took to facilitate resolution (A), and the improved team dynamic that resulted (R) (Correct answer)
Stating that you have never experienced a significant workplace conflict
Explaining that you always avoid conflict by agreeing with colleagues

Correct answer: Describing a specific team disagreement (S), your role in mediating (T), the steps you took to facilitate resolution (A), and the improved team dynamic that resulted (R)

A complete STAR response includes all four elements with specific detail — situation, your role, your concrete actions, and measurable outcomes.

Question 30: Under UK regulations, what is the maximum prison sentence for money laundering offenses?

20 years
10 years
14 years (Correct answer)
5 years

Correct answer: 14 years

Under the Proceeds of Crime Act 2002, the maximum prison sentence for money laundering offenses in the UK is 14 years, reflecting the seriousness with which financial crime is treated.

Question 31: An RBS customer asks a question you cannot answer confidently. What is the best response?

Tell the customer you cannot help them and end the interaction
Give the answer that sounds most plausible based on your partial knowledge
Transfer the customer to another representative without finding the answer yourself
Be honest that you are not certain, tell the customer you will find the correct answer, and follow up promptly with accurate information (Correct answer)

Correct answer: Be honest that you are not certain, tell the customer you will find the correct answer, and follow up promptly with accurate information

Admitting uncertainty and committing to an accurate follow-up protects the customer from misinformation and builds trust.

Question 32: What is the main purpose of the UK's Money Laundering Regulations 2017?

To implement the EU's Fourth Anti-Money Laundering Directive and set out obligations for firms to prevent financial crime (Correct answer)
To allow banks to freeze accounts of suspected criminals without court approval
To establish maximum penalty limits for money laundering offenses
To create a national database of all financial transactions over £5,000

Correct answer: To implement the EU's Fourth Anti-Money Laundering Directive and set out obligations for firms to prevent financial crime

The Money Laundering Regulations 2017 implemented the EU's Fourth AML Directive in the UK, setting out specific obligations for firms including customer due diligence, record keeping, and reporting requirements.

Question 33: 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
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)
Fabricate a professional example to appear more experienced

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

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 35: You are given the opportunity to take on a challenging new responsibility at RBS that is outside your current experience. What is your likely response?

Accept the challenge, ask for appropriate support and resources, and commit to developing the required skills (Correct answer)
Accept but secretly plan to delegate the most difficult parts to others
Ask to observe someone else do it first for an extended period before committing
Decline because you prefer to stay within your area of expertise

Correct answer: Accept the challenge, ask for appropriate support and resources, and commit to developing the required skills

Embracing stretch assignments while seeking appropriate support is the most growth-oriented and professionally beneficial response.

Question 36: 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?

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

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 37: In a competency-based interview at RBS, the STAR method refers to which structure?

Strengths, Trends, Ambitions, Responsibilities — a career development tool
Situation, Task, Action, Result — a framework for structuring behavioral interview responses (Correct answer)
Strategy, Targets, Analysis, Review — a performance management framework
Skills, Training, Achievements, References — a resume format required by RBS

Correct answer: Situation, Task, Action, Result — a framework for structuring behavioral interview responses

STAR stands for Situation, Task, Action, Result and is the standard framework for answering competency-based questions with specific examples.

Question 38: What is the primary purpose of competency-based interviews used in RBS recruitment?

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

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

B
E
D (Correct answer)
A
C

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

B (Correct answer)
D
E
C
A

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 41: 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?

The example demonstrates strong teamwork which will impress the interviewer
There is no risk — team examples are equally effective as individual examples
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 42: 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 credit score is the only factor assessed
The customer will definitely be approved
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 43: 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?

Tell the customer service team so they can deal with it
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)
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 44: 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
Recommend the competitor's account to the customer
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

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 45: What is the role of the Financial Conduct Authority (FCA) in relation to RBS?

It manages RBS's government ownership stake and shareholder relations
It sets the Bank of England base interest rate that affects RBS mortgage products
It regulates RBS's conduct toward customers and markets, ensuring fair treatment and market integrity (Correct answer)
It approves all new financial products RBS wishes to launch

Correct answer: It regulates RBS's conduct toward customers and markets, ensuring fair treatment and market integrity

The FCA regulates how firms like RBS conduct their business, focusing on consumer protection, market integrity, and promoting competition to ensure customers are treated fairly.

Question 46: Which of the boxes comes next in the sequence?

C
E (Correct answer)
B
A
D

Correct answer: E

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

Question 47: A customer expresses dissatisfaction with every solution you offer. What is the most effective approach?

End the interaction to prevent further tension
Tell the customer their expectations are unrealistic
Acknowledge their frustration, ask open-ended questions to better understand their ideal outcome, and involve a senior colleague if needed (Correct answer)
Apologize repeatedly without offering any new solutions

Correct answer: Acknowledge their frustration, ask open-ended questions to better understand their ideal outcome, and involve a senior colleague if needed

Open-ended questioning and escalation when appropriate are key techniques for resolving seemingly unresolvable customer dissatisfaction.

Question 48: Which of the boxes comes next in the sequence?

A (Correct answer)
B
E
C
D

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 49: Text: 'RBS offers overdraft facilities on current accounts. An unarranged overdraft incurs higher fees than an arranged overdraft.' A customer goes into an overdraft they did not arrange in advance. What can be inferred?

The customer will incur higher fees than if they had arranged the overdraft (Correct answer)
Arranged and unarranged overdrafts cost the same
The customer will have their account closed immediately
The customer will not be charged any fees

Correct answer: The customer will incur higher fees than if they had arranged the overdraft

The passage states unarranged overdrafts incur higher fees than arranged ones, so this customer faces higher charges.

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

C
A (Correct answer)
E
B
D

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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