I85PREP
⌘ K
Bank Teller study materials
Bank Teller study resources

Bank Teller practice questions

One question at a time. Build your Bank Teller understanding.

First 50 of 200 questions. Each one lists the choices, the correct answer, and an explanation. The checker at the top of this page saves progress in this browser when it is available.

Continue in the practice tool above to load more questions, 50 at a time.

Question 1Teller Operations and Cash Handling

A customer deposits $4,200 in cash and asks for $600 back in cash. Which action should the teller take?

  1. Hold the entire deposit until the customer returns with a withdrawal slip
  2. Net the transaction and record only a $3,600 deposit with no cash-out entry
  3. Refuse the request because deposits and withdrawals cannot occur at the same window
  4. Process the full $4,200 deposit and hand over $600 from the drawer as a separate cash-out transaction Correct answer.

Explanation

Cash-back on a deposit is handled as two linked transactions: the full amount is credited to the account and a separate cash-out is debited, so the paper trail matches the currency movement. Netting the amounts hides both legs from the audit trail and misstates the deposit total.

Question 2Teller Operations and Cash Handling

Which feature is the primary purpose of a teller's currency strap on a bundle of notes?

  1. To mark bundles that have been verified by a second teller
  2. To protect the notes from humidity during storage
  3. To make the bundle easier to count by hand at the window
  4. To identify the denomination, count, and processing teller of the bundle Correct answer.

Explanation

A completed strap records the denomination, the number of notes, and the initials of the person who assembled the bundle, which supports later verification and accountability. Counting convenience and moisture protection are incidental, not the reason the strap is standardized.

Question 3Teller Operations and Cash Handling

A customer presents a check payable to a business and asks to cash it personally. The teller should first verify which item?

  1. That the customer has an account at another institution
  2. That the customer is authorized to endorse and receive funds for the payee business Correct answer.
  3. That the check was printed with security features
  4. That the check amount is below the teller's cash limit

Explanation

A check payable to a business can only be negotiated by someone authorized to act for that payee, so the teller must confirm authority before paying out cash. Security features and the customer's other banking relationships do not establish the right to the funds.

Question 4Teller Operations and Cash Handling

What is the standard purpose of a teller's morning cash count before the window opens?

  1. To calculate the previous day's overage or shortage
  2. To establish the opening balance the drawer will be held accountable for Correct answer.
  3. To confirm the teller's assigned cash limit for the day
  4. To determine how much cash the branch will order from the vault

Explanation

The opening count fixes the starting figure against which all later transactions and the closing count are reconciled. Vault ordering, prior-day differences, and limit assignments are handled through separate processes.

Question 5Teller Operations and Cash Handling

A customer asks to break a $100 bill into smaller notes. Which control best limits error during this exchange?

  1. Hand over the notes and count them together afterward
  2. Count the notes once quickly to reduce window time
  3. Rely on the customer to confirm the amount received
  4. Count the notes out twice and state the denomination of each note as it is handed over Correct answer.

Explanation

Counting aloud by denomination and repeating the count catches errors before the customer leaves and creates a shared record of what was handed over. Relying on the customer or counting after delivery removes the teller's own verification step.

Question 6Teller Operations and Cash Handling

Which document typically authorizes a teller to release funds from a deceased customer's sole account?

  1. A handwritten note signed by any surviving family member
  2. Court-issued letters of administration or a valid small-estate affidavit accepted by the bank Correct answer.
  3. The deceased customer's original passbook alone
  4. A verbal request from the person who paid the funeral expenses

Explanation

Funds in a sole account belong to the estate, so the bank requires legal authority such as letters of administration or, where permitted, a small-estate affidavit. Family notes, passbooks, and verbal requests do not transfer authority to pay.

Question 7Teller Operations and Cash Handling

A teller's drawer is $20 short at close after all transactions reconcile. What is the correct immediate step?

  1. Ignore the difference if it is under the branch tolerance
  2. Carry the difference forward to the next day's opening balance
  3. Add $20 from personal funds to balance the drawer
  4. Report the difference to the supervisor and complete the shortage documentation before leaving Correct answer.

Explanation

Shortages must be reported and documented so the branch can investigate and maintain an accurate record. Using personal money conceals the loss, and carrying the difference forward corrupts the next day's accountability.

Question 8Teller Operations and Cash Handling

A customer deposits a check for $9,000 into a new account and requests immediate cash withdrawal of $2,000. Which concept governs the teller's decision?

  1. The funds availability schedule and exception holds that may apply to new accounts and large items Correct answer.
  2. The branch's daily cash order level
  3. The customer's verbal assurance that the check is good
  4. The check's printed routing number

Explanation

Availability of deposited funds is set by regulation and bank policy, and new accounts and large deposits are common categories for delayed availability. A customer's assurance, cash ordering, and routing numbers do not override the schedule.

Question 9Teller Operations and Cash Handling

Which practice best protects a teller against a quick-change or distraction artist at the window?

  1. Complete one transaction at a time and return the customer's original notes before starting another exchange Correct answer.
  2. Count change silently to avoid confusion
  3. Allow the customer to reach across the counter to point at notes
  4. Keep the drawer open so exchanges are faster

Explanation

Quick-change schemes rely on overlapping requests and confusion, so finishing and closing each exchange before beginning another defeats them. Leaving the drawer open or letting customers handle cash creates additional exposure.

Question 10Teller Operations and Cash Handling

A teller receives a currency note that feels smooth and lacks a raised intaglio texture in the portrait area. What is the appropriate action?

  1. Accept it because texture varies with wear
  2. Treat it as suspect, retain it discreetly, and follow the branch's counterfeit procedures Correct answer.
  3. Write the customer's name on the note and accept it
  4. Return it to the customer and ask for a different note

Explanation

Missing intaglio texture is a recognized counterfeit indicator, so the note should be handled under the branch's suspect-note procedure, which typically involves retention and reporting. Simply returning it or accepting it lets the item circulate or enter the till.

Question 11Teller Operations and Cash Handling

When a teller buys foreign currency from a customer, which rate applies to the transaction from the customer's perspective?

  1. The rate the customer requests
  2. The bank's selling rate for that currency
  3. The mid-market rate published that morning
  4. The bank's buying rate for that currency Correct answer.

Explanation

When the bank purchases foreign currency from a customer, it applies its buying rate, which is typically lower than the selling rate to cover the spread. The selling rate applies when the customer buys currency from the bank.

Question 12Teller Operations and Cash Handling

A teller notices a customer structuring several cash deposits just under the reporting threshold across multiple days. What is the correct response?

  1. Delay the deposits until the pattern stops
  2. Ask the customer to combine the deposits into one larger transaction
  3. Refuse the deposits and tell the customer why
  4. Complete the transactions and file the required report; do not alert the customer Correct answer.

Explanation

Structuring is itself a reportable activity, and the teller must not tip off the customer that a report is being made. Refusing, coaching, or delaying the customer interferes with the reporting obligation and may itself violate the rules.

Question 13Teller Operations and Cash Handling

Which action correctly applies the dual-control principle to a large vault transfer?

  1. The vault custodian records the transfer after the fact
  2. The transferring teller signs for both the sending and receiving sides
  3. One employee counts while another watches from a distance
  4. Two authorized employees jointly verify and record the amount moved Correct answer.

Explanation

Dual control requires two authorized people to participate directly in the verification and recording so no single person can move value unobserved. Passive observation, single signatures for both sides, and after-the-fact recording all break the principle.

Question 14Teller Operations and Cash Handling

A customer's endorsed check is presented for deposit, but the endorsement is a stamped company name with no signature. What should the teller verify before accepting it?

  1. That the stamp ink is a standard color
  2. That the deposit slip matches the check amount
  3. That the stamped endorsement is authorized under the bank's rules for the payee Correct answer.
  4. That the check is dated within the last six months

Explanation

A stamped endorsement must be one the payee is authorized to use, so the teller confirms the endorsement meets the bank's requirements for that type of payee. Stamp color, check dating, and deposit slip matching are separate checks that do not validate the endorsement.

Question 15Teller Operations and Cash Handling

A teller is asked to cash a check drawn on another bank for a non-customer. Which factor most directly determines whether the teller may proceed?

  1. The bank's policy on cashing checks for non-customers, including identification and fee requirements Correct answer.
  2. The other bank's branch location
  3. The color of the check stock
  4. The check's serial number range

Explanation

Cashing for non-customers is a policy decision that hinges on identification, risk limits, and any fees the bank imposes. Serial numbers, branch locations, and check stock do not determine eligibility.

Question 16Teller Operations and Cash Handling

Which step in the check-clearing process gives the paying bank the first opportunity to return an item for insufficient funds?

  1. Capture of the item image at the depositing branch
  2. Presentment to the paying bank through the clearing channel Correct answer.
  3. Issuance of the deposit receipt
  4. Posting of the deposit to the customer's account

Explanation

Return decisions are made by the paying bank when the item is presented through the clearing channel. Image capture, account posting, and receipts occur at the depositing side and do not give the paying bank its decision point.

Question 17Teller Operations and Cash Handling

A teller's cash drawer limit is $25,000, and the drawer reaches $24,500 mid-day. What is the best action?

  1. Continue accepting deposits and exceed the limit temporarily
  2. Ask the customer to return the next day
  3. Move the excess to a pocket until the end of the shift
  4. Sell excess currency to the vault before continuing to accept large cash deposits Correct answer.

Explanation

Drawer limits exist to cap loss exposure, so the teller should reduce the balance by selling currency to the vault when approaching the limit. Exceeding the limit, storing cash off-book, or turning customers away all create risk or poor service.

Question 18Teller Operations and Cash Handling

A teller is counting a large mixed deposit and loses track of the count midway. What is the correct approach?

  1. Restart the count from the beginning and record the verified total Correct answer.
  2. Add the partial count to the previous subtotal
  3. Estimate the remaining notes to save time
  4. Ask the customer to state the total and use it

Explanation

An interrupted count cannot be trusted, so the teller restarts and records a verified figure. Estimating, patching partial counts, or using the customer's figure undermines the accuracy the count is meant to provide.

Question 19Teller Operations and Cash Handling

A customer requests a cashier's check payable to a third party. Which control is most important before the check is issued?

  1. Confirming the funds are collected and the request is properly authorized and recorded Correct answer.
  2. Confirming the branch has enough blank check stock for the week
  3. Confirming the third party's address
  4. Confirming the customer's preferred check design

Explanation

A cashier's check obligates the bank, so the teller must ensure the funds are collected and the request is authorized and logged before issuance. Third-party address, check design, and stock levels are not the controlling safeguards.

Question 20Teller Operations and Cash Handling

A teller suspects a customer is depositing funds on behalf of an undisclosed third party to avoid identification requirements. Which concept applies?

  1. The branch's cash ordering schedule
  2. The customer's account tenure
  3. The check-printing vendor's controls
  4. Third-party transactions and the requirement to identify the person conducting the transaction Correct answer.

Explanation

When someone conducts a transaction for another person, identification rules focus on the individual actually conducting the transaction, and undisclosed third-party activity raises concern. Cash ordering, tenure, and vendor controls do not address this risk.

Question 21Teller Operations and Cash Handling

A teller receives a note that passes the pen test but fails the ultraviolet feature check. How should the teller interpret this result?

  1. The note remains suspect because the pen test alone is not conclusive Correct answer.
  2. The note is genuine because the pen test passed
  3. The ultraviolet feature is optional on modern notes
  4. The note should be accepted and the UV result logged

Explanation

Counterfeit detection relies on multiple features, and a single passing test does not clear a note when another authentication feature fails. The pen test is a weak indicator, and UV features are a required element on modern notes, so a failure must be treated as suspect.

Question 22Teller Operations and Cash Handling

A teller's drawer balances, but a customer later disputes the amount of cash received. Which record is most useful in resolving the dispute?

  1. The transaction record showing the amount paid and the teller's count documentation Correct answer.
  2. The branch's cash order log
  3. The teller's recollection of the conversation
  4. The customer's deposit history for the prior year

Explanation

Disputes are resolved from contemporaneous records that show what was paid and how it was counted. Recollection is unreliable, and cash order logs or prior history do not document the specific transaction.

Question 23Teller Operations and Cash Handling

A teller is asked to accept a large volume of coin wrapped by the customer. Which approach best manages the risk of an inaccurate deposit?

  1. Refuse all customer-wrapped coin
  2. Credit the deposit and adjust later if a difference appears
  3. Accept the customer's written count and credit immediately
  4. Weigh or re-count the coin according to branch procedure before crediting the account Correct answer.

Explanation

Customer-wrapped coin must be verified under branch procedure, often by weighing or re-counting, before the account is credited. Accepting the customer's count or crediting first shifts the loss to the bank, while refusing outright is unnecessary.

Question 24Teller Operations and Cash Handling

A teller observes a coworker repeatedly processing transactions without a customer present at the window. What is the appropriate action?

  1. Report the observation through the branch's internal escalation channel Correct answer.
  2. Wait to see whether the drawer balances at close
  3. Confront the coworker publicly at the window
  4. Record the observation in a personal notebook only

Explanation

Unusual transaction patterns without a customer present are a red flag for internal fraud and should be escalated through the designated channel so the branch can investigate. Public confrontation, waiting for the close, or private notes do not trigger the control.

Question 25Teller Operations and Cash Handling

A customer presents a check with a date more than six months old. What is the teller's correct handling?

  1. Treat it as a stale-dated item and follow the bank's policy, which may require verification before payment Correct answer.
  2. Cash it because the signature is valid
  3. Accept it and backdate the deposit slip
  4. Return it without explanation

Explanation

A check older than six months is stale-dated, and banks generally may refuse payment or require verification under their policy. A valid signature does not cure staleness, backdating is improper, and returning it without explanation is poor service.

Question 26Teller Operations and Cash Handling

A teller opens the branch by removing the overnight cash shipment from the sealed courier bag. Which practice best preserves the chain of custody for that shipment?

  1. Store the unopened bag in the teller's own drawer until the end of the shift
  2. Verify the seal and piece count with a second employee before the bag is opened and the contents are recorded Correct answer.
  3. Open the bag alone at the window and count the contents when the first customer arrives
  4. Sign for the shipment and place the bag in the vault without counting the contents

Explanation

Chain of custody requires that a sealed shipment be verified and opened under dual control, with the seal condition, piece count, and contents documented at the time of receipt. Recording the count immediately creates an auditable record that protects the teller if a discrepancy is later discovered.

Question 27Teller Operations and Cash Handling

During a buy-back of mutilated currency, a customer presents several notes torn into two pieces and taped together. What is the standard teller treatment of these notes?

  1. Accept them at half value and note the reduction on the receipt
  2. Accept them at full value only if the fragments are clearly from the same note and the note is more than one-half of its original size Correct answer.
  3. Exchange them for new notes only after the customer signs a waiver of liability
  4. Refuse them outright because any taped note is considered counterfeit

Explanation

Mutilated currency is redeemable at full value when the teller can determine that the fragments belong to the same note and that more than half of the original note remains. Notes that are clearly identifiable and largely intact are handled at the window rather than sent for special redemption.

Question 28Teller Operations and Cash Handling

A teller's window receives a deposit of 40 checks with a mix of individual and business endorsements. Which action best supports later recovery if an item is returned unpaid?

  1. Rely on the customer's deposit slip total as the record of the items deposited
  2. Post the deposit and ask the customer to return later to sign a missing endorsement
  3. Image or microfilm each check and confirm that every endorsement is present and legible before the deposit is accepted Correct answer.
  4. Hold the checks at the window until the customer's account has sufficient funds to cover them

Explanation

Capturing an image and verifying endorsements at the point of deposit creates the evidence needed to pursue the customer or a prior endorser if an item is returned. Missing or illegible endorsements weaken the bank's ability to pass the loss back to the responsible party.

Question 29Teller Operations and Cash Handling

A teller is balancing the drawer and finds that the cash on hand exceeds the recorded total by $5. What is the correct disposition of the overage?

  1. Record the overage on the teller's balancing sheet and report it to the supervisor rather than keeping it Correct answer.
  2. Add the $5 to the next customer's cash to make the drawer balance
  3. Place the $5 in the drawer and say nothing because the amount is trivial
  4. Deduct the $5 from the teller's own funds to force a balance

Explanation

Every difference, whether a shortage or an overage, must be documented and reported so the cause can be investigated and the general ledger can be corrected. Overage is not income to the teller and cannot be used to offset other transactions.

Question 30Teller Operations and Cash Handling

A teller counts a strap of 100 notes and finds 99 notes inside, with the strap intact and sealed by the currency supplier. What is the correct action?

  1. Return the strap to the customer and request a replacement
  2. Add one note from the teller's own drawer to make the strap whole
  3. Document the shortage, retain the strap and packaging, and notify the supervisor so the supplier can be contacted Correct answer.
  4. Discard the strap and record the strap as 100 notes

Explanation

A sealed strap that does not match its stated count is a supplier discrepancy that must be documented and escalated while the packaging is preserved as evidence. The teller must never substitute personal or drawer cash to make a strap balance.

Question 31Teller Operations and Cash Handling

A customer asks a teller to break a $100 note into smaller bills and then, after receiving the bills, claims the original note was a $50. Which control most directly resolves the dispute?

  1. Asking the customer to sign a statement describing the original note
  2. Reconstructing the transaction from the teller's recorded denomination count and the cash-in/cash-out entry Correct answer.
  3. Reviewing the branch's general liability policy for cash differences
  4. Counting the teller's drawer to see whether it balances

Explanation

A denomination breakdown recorded at the time of the transaction, together with the posted cash-out entry, shows exactly what was disbursed and supports reconciliation of the dispute. The record, not recollection, is the evidence the branch relies on.

Question 32Teller Operations and Cash Handling

A teller receives a cash deposit that includes several notes with a strong petroleum-like odor and slightly blurred printing. What is the most appropriate response?

  1. Return the notes to the customer and ask for replacements
  2. Spray the notes with a detection pen and accept them if the mark is dark
  3. Treat the notes as suspect, avoid returning them to the customer, and follow the branch's counterfeit-reporting procedure Correct answer.
  4. Accept the notes because odor is unrelated to genuineness

Explanation

Unusual odor and blurred printing are recognized indicators that notes may have been washed or chemically altered, so the teller should treat them as suspect and follow reporting procedures. Suspect notes are retained and documented rather than handed back.

Question 33Teller Operations and Cash Handling

A teller must verify a customer's identity for a cash transaction that exceeds the branch's identification threshold. Which combination best satisfies the requirement?

  1. A valid government-issued photo identification recorded with the customer's name, identification number, and transaction details Correct answer.
  2. A signature on the deposit slip with no identification recorded
  3. A debit card presented by the customer without a photo identification
  4. A verbal confirmation of the customer's name and address

Explanation

Identification requirements are met by examining a valid government-issued photo identification and recording the identifying details alongside the transaction. The record must allow a later reviewer to confirm who conducted the transaction.

Question 34Teller Operations and Cash Handling

A teller is preparing a cash order for the vault and needs $6,500 in $20 notes. How many notes should the order contain?

  1. 305 notes
  2. 325 notes Correct answer.
  3. 350 notes
  4. 275 notes

Explanation

Dividing the requested amount by the denomination gives the note count: $6,500 divided by $20 equals 325 notes. Confirming the count before the order leaves the drawer prevents a denomination error at the vault window.

Question 35Teller Operations and Cash Handling

A teller's cash recycler dispenses a note that the machine has logged as a $50 but that appears to be a $10. What is the correct first action?

  1. Hand the note to the customer as a $10 and continue dispensing
  2. Place the note in the teller's drawer and adjust the drawer total by hand
  3. Set the note aside, stop using the dispenser for that denomination, and notify the supervisor so the machine balance can be reconciled Correct answer.
  4. Restart the machine and continue without reporting the discrepancy

Explanation

A mismatch between the machine's logged denomination and the physical note indicates a machine or loading error that must be isolated and reconciled under supervision. Continuing to dispense from the affected cassette spreads the discrepancy to customers.

Question 36Teller Operations and Cash Handling

A commercial customer deposits $3,200 in coin and requests $3,200 in currency. Which handling approach best protects both parties?

  1. Weigh or machine-count the coin, verify the total with the customer, and process the exchange as two separate transactions Correct answer.
  2. Estimate the coin value from the bag's marked total and complete a single exchange
  3. Accept the bag and count it after the customer leaves
  4. Refuse the coin because coin deposits exceed teller limits

Explanation

Coin should be verified by weight or machine count with the customer present so the amount is agreed before the exchange is posted. Recording the deposit and the withdrawal separately keeps the audit trail clear for both legs of the exchange.

Question 37Teller Operations and Cash Handling

A teller is asked to accept a cash deposit into a business account from a person who is not listed as an authorized signer. What is the correct handling?

  1. Open a new account for the depositor and transfer the funds later
  2. Accept the deposit and allow the person to withdraw an equal amount in cash
  3. Accept the deposit as a credit to the account, since deposits do not require signer authority, but record the depositor's identity Correct answer.
  4. Refuse the deposit because only authorized signers may transact on the account

Explanation

Authority to sign controls disbursements and account changes, not the acceptance of funds that benefit the account. The teller should still identify and record the depositor so the source of the deposit is documented.

Question 38Teller Operations and Cash Handling

A teller is issued a new cash drawer at the start of a shift. Which step establishes the teller's accountability for that drawer?

  1. Sign for the drawer without counting and rely on the prior teller's count
  2. Accept the drawer as issued and count it at the end of the shift
  3. Count the drawer alone and initial the tally sheet
  4. Count the starting cash together with a second person and both parties sign the issued amount Correct answer.

Explanation

Accountability begins with a joint count of the starting cash and a signed record of the amount issued. If a shortage exists later, the signed starting figure establishes the baseline from which the teller is measured.

Question 39Teller Operations and Cash Handling

A teller's branch sets a per-transaction cash limit of $10,000 without supervisor approval. A long-standing customer asks to withdraw $14,000 in cash. What is the correct action?

  1. Complete the withdrawal because the customer's history justifies an exception
  2. Decline the withdrawal and tell the customer to use another branch
  3. Split the withdrawal into two transactions below the limit to avoid approval
  4. Explain the limit and obtain supervisor approval before completing the withdrawal Correct answer.

Explanation

A transaction above the teller's authority requires escalation to a supervisor who can approve it before the cash is disbursed. Structuring the withdrawal into smaller pieces to avoid the approval threshold is improper regardless of the customer's history.

Question 40Teller Operations and Cash Handling

A teller notices that the cash totals in the drawer reconcile, but the teller's transaction log shows one more cash-out entry than the customer receipts support. Which explanation should the teller investigate first?

  1. The currency supplier delivered a short strap
  2. A customer was overcharged a service fee on the transaction
  3. A transaction was posted to the wrong account or duplicated in the log while the cash movement occurred only once Correct answer.
  4. The vault issued too little cash at the start of the shift

Explanation

When cash reconciles but the log and receipts disagree on the number of entries, the likely cause is a posting error such as a duplicate or misdirected entry. The teller should trace the entry to the account and receipt before considering other causes.

Question 41Customer Service and Professional Conduct

A teller must step away from the window for two minutes. What is the most appropriate way to protect the customer's transaction and the bank's security?

  1. Lock the cash drawer, secure documents, and lock the workstation screen Correct answer.
  2. Leave everything as is because the absence is brief
  3. Leave the drawer open but stand where the camera can see it
  4. Ask the waiting customer to watch the window until you return

Explanation

A teller's station must never be left unsecured, even briefly, because cash and customer information are exposed. Locking the drawer, securing paperwork, and locking the screen protects both assets and privacy. This also preserves the audit trail if anything goes missing.

Question 42Customer Service and Professional Conduct

A customer becomes loud and starts using profanity at the teller window. Which response best reflects professional conduct?

  1. Lower your voice, acknowledge the frustration, and offer to continue in a quieter setting Correct answer.
  2. Continue the transaction quickly and say nothing about the behavior
  3. Refuse service until the customer apologizes
  4. Match the customer's volume so you are not overpowered

Explanation

De-escalation is the teller's goal: a calm, lower voice and acknowledgment of the concern usually reduce tension. Moving to a quieter area also protects other customers from the disturbance. Escalation or silence both leave the situation unmanaged.

Question 43Customer Service and Professional Conduct

What does the teller's duty of confidentiality require regarding a customer's account balance?

  1. It may be shared with anyone who knows the account number
  2. It may be shared with the customer's employer on request
  3. It may be discussed openly if the customer is well known locally
  4. It may be discussed only through approved channels with authorized parties Correct answer.

Explanation

Account information is confidential and may be disclosed only through approved channels to parties authorized by law, policy, or the customer. Knowing an account number does not establish authority to receive information. Local prominence or an employer relationship does not override confidentiality.

Question 44Customer Service and Professional Conduct

A teller notices a long line and a customer who appears unsteady and pale. What is the most appropriate first action?

  1. Continue serving the line and address the customer when their turn arrives
  2. Ask a colleague to assist while you check on the customer's wellbeing and offer a seat Correct answer.
  3. Call security to remove the customer from the lobby
  4. Announce to the line that the customer is holding things up

Explanation

A customer showing signs of illness takes priority over queue speed, and the teller should seek help without abandoning service controls. Involving a colleague keeps the line moving while the customer is attended to. Publicly drawing attention to the customer or treating illness as a security matter is inappropriate.

Question 45Customer Service and Professional Conduct

Why do banks require tellers to count cash back to the customer at the window?

  1. To slow the transaction so the line stays orderly
  2. To satisfy a preference of the branch manager
  3. To let the customer confirm the amount and reduce later disputes Correct answer.
  4. To allow the camera to record the serial numbers

Explanation

Counting cash back gives the customer a chance to verify the amount before leaving the window. This transparency reduces disputes and protects both the customer and the teller. It is a service and accuracy control, not a queue-management or surveillance technique.

Question 46Customer Service and Professional Conduct

A teller recognizes a coworker posting a photo of a customer's check on social media. What should the teller do?

  1. Ignore it because the coworker is responsible for their own actions
  2. Comment on the post to ask the coworker to delete it
  3. Save a copy of the post for personal records
  4. Report the incident through the bank's internal channel immediately Correct answer.

Explanation

Posting customer documents is a privacy breach and must be reported through the bank's internal escalation process so it can be contained and documented. Public commenting does not remove the exposure and may worsen it. Saving the image yourself spreads the breach further.

Question 47Customer Service and Professional Conduct

A customer asks the teller for advice on which investment product will make the most money. How should the teller respond?

  1. Recommend the product with the highest recent return
  2. Suggest the customer research online instead
  3. Explain that investment advice is outside the teller's role and refer the customer to a licensed colleague Correct answer.
  4. Give a personal opinion but label it as informal

Explanation

Tellers are not licensed to give investment advice, and doing so exposes the bank and the customer to harm. The correct response is to explain the limits of the role and make a warm referral to a qualified colleague. Personal opinions and deflections do not meet the customer's need responsibly.

Question 48Customer Service and Professional Conduct

Which action best demonstrates active listening when a customer explains a problem with a recent deposit?

  1. Explaining the bank's deposit policy while the customer is still speaking
  2. Summarizing the customer's concern back to them before proposing a solution Correct answer.
  3. Typing notes while the customer speaks and asking them to repeat key points
  4. Transferring the customer to another line without comment

Explanation

Paraphrasing the concern confirms understanding and shows the customer they were heard before any solution is offered. It also surfaces misunderstandings early. Interrupting with policy or transferring without explanation signals that the customer was not listened to.

Question 49Customer Service and Professional Conduct

A customer asks to close an account and withdraw the full balance in cash, which exceeds the branch's cash-on-hand limit. What is the most appropriate response?

  1. Explain the cash limit, offer alternatives such as a check or transfer, and arrange a cash order if needed Correct answer.
  2. Ask the customer to return another day without explanation
  3. Pay the full amount from another teller's drawer without documentation
  4. Tell the customer the request is impossible and end the conversation

Explanation

Large cash requests are a service and control issue, not a refusal. The teller should explain the limit, present lawful alternatives, and use the cash-order process if the customer still wants cash. Combining drawers without documentation violates cash controls.

Question 50Customer Service and Professional Conduct

A teller suspects a transaction may be part of a scam targeting an elderly customer. Which approach best balances customer service with the teller's obligations?

  1. Ask calm, open questions about the purpose of the withdrawal and follow the bank's escalation procedure Correct answer.
  2. Complete the transaction quickly to avoid embarrassing the customer
  3. Call the customer's family before speaking with the customer
  4. Tell the customer they are being scammed and refuse to proceed

Explanation

Open, respectful questions can reveal warning signs while preserving the customer's dignity, and the bank's escalation procedure ensures the right staff and safeguards are involved. Accusations or unilateral refusals can alienate the customer and may not be within the teller's authority.