You are processing a cash deposit. The customer hands you a stack of bills and says it is PHP 10,000. After counting, you find it is only PHP 9,500. How would you handle this situation?
RoleCustomer Service Representative
DifficultyEasy
TopicTechnical
Asked at
Why This Is Asked
This tests your attention to detail, mathematical accuracy, and ability to handle sensitive cash issues without alienating customers, directly tied to the pre-hire teller skills and judgment assessment.
General Approach
Describe a step-by-step process: verify the amount, communicate the discrepancy respectfully, recount for transparency, and confirm the next step with the customer before proceeding.
General Answer
Always count cash in full view of the customer rather than out of sight, so the process is transparent from the start. When the count comes up short, recount at least once, ideally with a currency-counting machine or a second staff member as a neutral check. State the discrepancy factually and without accusation: "I've counted this twice and I'm getting nine thousand five hundred, not ten thousand." Show the customer the counted stack if possible, and offer to let them recount it themselves. Record and process the transaction based on the amount actually counted, never the amount originally stated. If the customer disputes the result and it can't be resolved between you, escalate to a supervisor for a witnessed recount rather than proceeding on an assumption either way.
PH Interview Gotcha
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?"
Sample STAR Answer▾
S
Situation
I was working as a teller during a busy afternoon at a local bank branch when a customer approached my counter with a cash deposit.
T
Task
I needed to accurately count and process the cash while maintaining the customer's trust and avoiding any error.
A
Action
I politely informed the customer, "Ma'am, after counting, the total came to PHP 9,500 instead of PHP 10,000." I then recounted the bills in front of her on the counter so she could see. She verified and agreed. I asked if she wanted to adjust the deposit slip or provide the remaining PHP 500. She decided to adjust the slip, so I processed the correct amount and handed her the receipt.
R
Result
The customer left satisfied with the transparent handling, and the transaction was completed without discrepancy, reinforcing her confidence in our branch.
Key Takeaway
Always verify cash carefully and address discrepancies with respect and transparency.
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