Customer Service and Professional Conduct
The Customer Service and Professional Conduct domain tests how a teller interacts with customers while protecting privacy, following policy, and handling conflict. Expect scenarios on communication, confidentiality, complaint resolution, vulnerable customers, and professional boundaries.
Core rules
- Greet promptly, use the customer's name, listen without interrupting, and confirm the request before acting.
- Share account information only with the customer or an authorized person. Verify identity before discussing balances, transactions, or account status.
- Explain fees, holds, and delays in plain language and offer options that policy actually allows.
- Document complaints and escalate when you cannot resolve them. Never promise a fee reversal, refund, or timeline you cannot authorize.
- Recognize elder financial exploitation: sudden confusion, a new companion speaking for the customer, unusual withdrawals, or fear. Follow escalation and reporting procedures.
- Keep professional boundaries: no personal favors, no outside transactions, and no discussing one customer with another.
Worked example
A customer says a $35 monthly fee was charged twice. Verify identity, review the two posted fees and the account terms. If both are valid, explain the fee and the balance requirement. If one is a duplicate, follow the refund authority limit: a teller may reverse up to the documented limit; otherwise escalate. Record the contact and tell the customer what happens next. Do not promise a reversal before approval.
Traps that cost marks
Arguing about policy, disclosing that another customer received a refund, guessing at hold times, and skipping identity verification to speed service are common traps. Confidentiality applies even when the caller sounds friendly or claims to be a relative.