Customer Service Flashcards
7 cards from real Banking practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service flashcards as text
A long-time customer visits and mentions they are unhappy with a fee they were charged. What technique helps resolve the complaint while preserving the relationship?
Answer: Listen fully, acknowledge the concern, investigate, then offer a resolution
Active listening followed by investigation and a fair resolution is the industry-standard approach for handling fee complaints effectively.
What does 'Know Your Customer' (KYC) primarily require banks to do?
Answer: Verify customer identity and understand the nature of their financial activity
KYC requires banks to verify identity and assess the purpose and intended nature of the customer relationship to prevent financial crimes.
A customer requests their account be closed but still has an outstanding loan with the bank. What should the banker explain?
Answer: Deposit accounts can be closed, but the loan obligation remains separate and must still be repaid
Closing a deposit account does not eliminate a separate loan obligation; both are distinct contractual relationships.
Which of the following is an example of cross-selling in a banking context?
Answer: Suggesting a savings account to a customer who only has a checking account
Cross-selling means offering a product in a different category than what the customer currently holds, such as adding savings to a checking-only relationship.
A customer's signature on a check does not match the one on file. What should the bank representative do?
Answer: Place a hold and contact the account holder to verify the transaction
A signature mismatch is a potential fraud indicator; contacting the account holder protects both the bank and the customer before processing.
What is the primary benefit of actively listening to a customer rather than just waiting for them to finish speaking?
Answer: It helps identify the customer's real concern so the solution is relevant
Active listening captures the customer's actual problem, preventing misdiagnosis and ensuring the proposed solution truly addresses their need.
A customer wants to wire $15,000 internationally but has never done a wire transfer before. What is the MOST important thing for the banker to explain first?
Answer: That wire transfers are typically irrevocable once sent, so all details must be verified
Because wire transfers are generally irreversible, confirming accuracy of recipient details before execution is the most critical step to communicate.