Imagine you are counting a customer's deposit and you find a shortage. The customer insists they gave you the full amount. How would you handle this?
RoleCustomer Service Representative
DifficultyEasy
TopicTechnical
Asked at
Why This Is Asked
Cash-handling accuracy is paramount for tellers. BDO wants to see that you can follow procedure, remain calm, and use diplomacy to resolve discrepancies without alienating customers or compromising bank policy.
General Approach
Explain the step-by-step process: recount in front of the customer, use a non-accusatory invitation for them to double-check, and escalate to a supervisor if needed, all while maintaining a helpful demeanor.
General Answer
Start by acknowledging that cash discrepancies are a normal part of teller work, so the goal is to resolve the issue without making the customer feel accused or embarrassed. Say plainly that your first move is always to pause, stay calm, and treat the situation as a shared problem, not a confrontation. Explain that you would physically recount the cash in front of the customer, counting slowly and audibly, and invite them to watch or recount alongside you. Frame it as a mutual double-check, using language like "Let's verify this together to make sure we're both accurate," which keeps the tone collaborative rather than blaming. If the recount still shows a shortage, do not argue or insist; instead, acknowledge the customer's perspective, apologize for the inconvenience, and calmly explain that bank policy requires you to escalate the matter to a supervisor or branch officer. Make clear that this is standard procedure for protecting both the customer and the bank, not a personal accusation. In the Philippine context, you can mention that you would remain courteous and respectful throughout, using the usual "po" and "opo" in Tagalog if speaking in Filipino, but in the interview itself, deliver your answer entirely in professional English. Emphasize that your priority is accuracy, transparency, and preserving the customer's trust, even if it means handing the issue to a higher authority.
PH Interview Gotcha
Saying 'Baka nagkamali po kayo' can sound accusatory. Instead, say something like 'Let's recount together po to make sure wala pong naiwan' - but note, in an interview, phrase it entirely in English: 'Let's recount together to make sure nothing was left behind.'
Sample STAR Answer▾
S
Situation
As part of a school cooperative selling supplies, I was handling cash transactions when a member handed me a bundle of coins and bills for a large purchase. After counting, I informed him he was PHP 200 short, but he insisted it was complete.
T
Task
I needed to verify the count, maintain trust, and resolve the discrepancy politely without accusing the member of dishonesty.
A
Action
I recounted the money in front of him, calling out the denominations as I went, to make the process transparent. When the shortage remained, I politely said, 'I counted PHP 200 less, sir. Could we please check your wallet or the envelope again, just in case some bills got stuck?' He checked and indeed found the missing PHP 200 bill tucked in a compartment. I then recounted the entire amount with him watching and completed the transaction.
R
Result
The member appreciated the respectful way I handled it and later told the adviser he liked my approach. The cooperative adopted a policy to always count money in clear view of the customer.
Key Takeaway
Always count in front of the customer and use a collaborative tone when pointing out a discrepancy to avoid confrontation.
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