Bank Teller Quiz
Questions: 16 · 10 minutes
1. A caller asks for the balance of a relative's account and says they handle that person's finances. What should the teller do?
Provide only an approximate balance because no transaction is being requested
Share the balance if the caller knows the account holder's address
Discuss the account only after identity and authorized access have been verified under bank procedure
Confirm whether the balance is positive or negative without giving the amount
2. A customer is frustrated after waiting in a long line. Which response demonstrates effective teller service?
Acknowledge the frustration, give a concise update, and help or route the customer efficiently
Explain that staffing decisions are not the teller's responsibility
Avoid discussing the delay and begin the transaction without greeting the customer
Promise that the branch will never have a long wait again
3. An account holder arrives with their spouse, who begins asking for detailed account information. How should the teller respond?
Assume marriage automatically grants access to every individually held account
Confirm the account holder's authorization and follow the bank's access and disclosure procedures
Provide the information if the spouse can state the account holder's date of birth
Write the information down for the spouse instead of saying it aloud
4. A familiar customer asks a teller to skip an identity check because they visit the branch every week. What is the best response?
Ask another customer in line to confirm the person's identity
Skip verification because familiarity is equivalent to documented authorization
Apply the required verification procedure consistently and explain it respectfully
Complete the transaction first and perform verification only if a problem occurs
5. A transaction pattern appears unusual and meets the bank's internal criteria for additional review. What should the teller do?
Warn the customer how to divide future transactions so they attract less attention
Accuse the customer of committing a crime before gathering further information
Follow required verification, documentation, and escalation procedures without coaching or making accusations
Ignore the pattern if the customer has visited the branch before
6. A customer requests $380 as ten $20 bills, with the remainder in $10 bills. How many $10 bills are needed?
16
18
20
38
7. A customer makes a large cash withdrawal at the counter. Which handling method best supports accuracy?
Give the customer the cash and let them determine whether the amount is correct
Rely on the denomination totals shown on the screen without counting the physical cash
Count the cash only after the customer has left the counter
Count and organize the cash according to procedure, then confirm the amount before completing the handoff
8. What does an account's available balance generally represent?
The total of every deposit ever made into the account
The balance before pending debits and holds are considered
The minimum balance the customer must maintain to avoid account closure
The amount currently available for use after applicable holds and pending activity are considered
9. What is the main purpose of balancing a teller drawer?
To ensure that every customer used the same transaction type during the day
To reconcile the actual cash and recorded transactions with the system's expected drawer position
To make the physical cash total equal the branch's total deposits, regardless of withdrawals
To calculate how much interest customers earned that day
10. A customer asks which account would suit them but has not explained how they plan to use it. What should the teller do?
Ask relevant questions, explain suitable options accurately, and avoid unsupported guarantees
Choose the account most commonly opened by other customers
Guarantee that a particular account will save the customer money
Recommend the account with the highest advertised rate without discussing conditions
11. While accepting a cash deposit, a teller suspects that one banknote may be counterfeit. What is the best response?
Accept the note if one security feature appears genuine, even if other features are questionable
Publicly accuse the customer of knowingly presenting counterfeit money
Return the note immediately without checking it or involving an authorized colleague
Follow the bank's verification and escalation procedure while keeping the interaction neutral and professional
12. At the end of a shift, a teller's cash drawer does not match the system total. What is the most appropriate first response?
Record the difference as a customer-service adjustment so the drawer balances
Check the system total again and accept it if the same figure appears twice
Transfer the difference from another teller's drawer and document it later
Secure the drawer, recount the cash, compare transaction records, and report the discrepancy according to procedure
13. Which statement best distinguishes a cashier's check from a personal check?
A cashier's check can be written by any account holder without bank involvement
A cashier's check is issued by a bank and is generally drawn on the bank's own funds
A cashier's check is another name for a check dated for future payment
A cashier's check never requires verification because it cannot be altered or counterfeited
14. A customer hands over a deposit slip for $640, but the teller counts only $620 in cash. What should happen next?
Recount the cash with the customer, explain the mismatch, and correct or clarify the deposit before processing it
Process $640 because the written deposit slip takes priority over the cash count
Process $620 but leave the deposit slip unchanged for the back office to resolve
Add $20 from the teller drawer so the cash matches the slip
15. A customer says an ATM withdrawal shown on their account was not theirs. What should the teller do?
Immediately reimburse the amount from the teller drawer
Tell the customer that ATM transactions cannot be disputed at a branch
Verify the customer, listen carefully, document the details, and follow the bank's dispute or fraud process
Remove the transaction from the account history while it is investigated
16. Which request is the clearest warning sign of a social-engineering attempt?
An urgent caller asks the teller to reveal a password or security code to prevent an alleged system failure
A colleague asks a supervisor to approve a transaction through the normal workflow
A customer asks where to find the bank's published branch hours
A customer asks why identification is required for a particular service