Your practice track for Customer Service Representative
at EastWest Bank

Philippine-specific tips for this role

• ▸ Saying "Kulang po, baka mali kayo" can sound accusatory. Instead, say "Ma'am, upon counting, the total came to PHP 9,500. May I ask you to kindly verify as well?"
• ▸ Avoid saying "Wala naman pong risk basta magtiwala lang tayo." That dismisses controls. Better: "Risk in banking means the possibility of loss from human error, fraud, or system failure. As a teller, I can mitigate operational risk by following dual-control procedures, verifying all transactions, and being alert to red flags."
• ▸ Avoid "Basta po tatanggapin ko lang, sila na bahala sa likod." That shows unawareness. Better: "Back-office operations process transactions, maintain records, and reconcile accounts. As a teller, I must ensure all documents are complete and accurate so the back-office can function smoothly without errors or delays."
• ▸ Don't say "Pasensya na po, marami kasing tao." It deflects responsibility. Instead: "I understand your frustration, ma'am. Let me see what I can do to make it right for you."