Situational Judgment Flashcards

A long-standing RBC client calls frustrated because a fee was charged that they believe was waived last year. You have no record of the waiver. What is the best course of action?

Answer: Acknowledge their frustration, review account history thoroughly, and escalate to a supervisor if needed to resolve fairly

Investigating thoroughly and escalating when needed balances client trust with proper process.

During a busy branch afternoon, you notice a colleague is giving a client incorrect information about mortgage rates. How do you handle this?

Answer: Politely interject with accurate information and follow up privately with your colleague afterward

Correcting misinformation tactfully protects the client while preserving team relationships.

You are assigned to a project team, but one member is not completing their tasks, jeopardizing the deadline. What should you do first?

Answer: Have a direct, private conversation with the team member to understand the issue and offer support

Addressing the issue directly first gives the colleague a chance to resolve it before escalating.

A client asks you to open an account using a slightly different spelling of their name than what appears on their ID. They say it's a typo on their ID. What do you do?

Answer: Follow RBC's KYC (Know Your Customer) policy by using the name exactly as it appears on the government-issued ID

KYC compliance requires that account information match government-issued identification.

You have two urgent tasks due at the same time: a client meeting and a report requested by your manager. How do you handle this?

Answer: Immediately communicate the conflict to your manager, propose a solution, and ask for guidance on priority

Proactively communicating conflicts and seeking guidance ensures priorities are set by the right person.

While processing a transaction, you discover an error in a colleague's previous work that has already been approved. What do you do?

Answer: Document the error, correct it following proper procedures, and inform your supervisor

Errors must be corrected through proper channels and reported to maintain accountability and compliance.

A client pressures you to approve a loan application that does not meet RBC's lending criteria, stating they are a personal friend of the branch manager. What is the best response?

Answer: Explain that all applications must meet RBC's lending criteria regardless of relationships, and outline options available to them

Lending decisions must be based on policy, not personal relationships, and clients deserve a clear explanation.