Professional Conduct and Communication
Professional Conduct and Communication tests the everyday behaviours that protect customers and the bank: confidentiality, honesty, accurate records and clear communication. Questions often present a small ethical shortcut and ask what you should do.
Core rules
- Customer information is shared on a need-to-know basis only. Never look up an account for a friend, relative or colleague without a business reason, and never share credentials or leave a session open.
- Follow dual control and segregation of duties; do not process, approve or reconcile your own transaction.
- Disclose conflicts of interest and follow the gift and entertainment policy; modest business courtesy is different from anything that could influence a decision.
- Document facts, not opinions: date, time, what was said, what was done and who was told.
- Use plain language. Confirm understanding by asking the customer to restate the next step, and offer an interpreter or accessibility support when needed.
- If you make an error, report it immediately; self-reporting is treated far more leniently than concealment.
Worked example
A colleague asks you to check the balance on her estranged spouse's account 'just to be sure he is paying.' There is no permissible business purpose. Decline, explain that access is logged and restricted, and point her to the proper legal or authorization process rather than running the inquiry.
Traps
- 'Just this once' account lookups, which are policy violations regardless of intent.
- Sharing customer details in a public area or on social media.
- Guessing an answer instead of escalating.
- Promising a resolution you cannot deliver, then avoiding the customer.