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 customer calls to report their debit card lost. What is the FIRST action the representative should take?
Answer: Immediately deactivate the lost card to prevent unauthorized use
Deactivating the card immediately limits exposure to fraud, which takes priority over replacement or transaction review.
Under the Bank Secrecy Act (BSA), which transaction type automatically triggers a Currency Transaction Report (CTR)?
Answer: Any cash transaction exceeding $10,000 in a single business day
The BSA requires banks to file a CTR for cash transactions (deposits, withdrawals, or exchanges) exceeding $10,000 in a single business day.
A customer is upset that a transfer they initiated online did not post as expected. What should the representative do BEFORE offering solutions?
Answer: Verify the transaction details in the system to understand exactly what occurred
Verifying the actual transaction record ensures the representative understands the root cause before proposing any solution.
What is 'structuring' in the context of banking compliance and customer service?
Answer: Breaking up large cash transactions to avoid triggering a CTR, which is illegal
Structuring (smurfing) is the illegal practice of splitting cash transactions to stay below the $10,000 CTR reporting threshold.
A customer with a disability requires accommodation to access banking services. What law primarily requires banks to provide reasonable accommodations?
Answer: The Americans with Disabilities Act (ADA)
The ADA requires banks to make reasonable accommodations so customers with disabilities have equal access to banking services and facilities.
When should a bank representative refer a customer to a licensed financial advisor rather than answering directly?
Answer: When the customer asks for specific investment or tax advice beyond the banker's licensed scope
Providing specific investment or tax advice without proper licensing exposes the bank to regulatory risk; referral to a licensed professional is appropriate.
A customer mentions they have recently retired and asks what they should do with their 401(k). The banker is not a licensed investment advisor. What is the BEST response?
Answer: Congratulate them, acknowledge the importance of the decision, and offer to connect them with the bank's licensed financial advisor
Acknowledging the milestone and facilitating an introduction to a qualified advisor provides value while staying within appropriate boundaries.