Sample Questions Branch Services Officer (UT)

Which of the following is/are true regarding customers:
A. Customers are people who need your assistance
B. Customers are not an interruption to your job
C. Customers are the reason you have a job
D. All of the above
All of the following are advantages of Good Customer Services, EXCEPT:
A. Increases profitability
B. Gives you and your employees confidence
C. Less effective workforce
D. Competitive advantage
People with strong ____________ are often more successful in both their professional and personal lives.
A. Interpersonal skills
B. Listening skills
C. Computer skills
D. Speaking skills
Interpersonal skills include:
A. Listening
B. Questioning
C. Understanding body language
D. All of the above

___________ and __________ shows confidence.

A. Standing tall; making eye contact
B. Making eye contact; standing aside
C. Standing aside; looking shrewd
D. Standing tall; looking shrewd

State Bank of Pakistan want people to open Bank Account, due to:
A. Documentation of economy
B. Strengthening the taxation system
C. To reduce dependency on aid, remittance
D. All of the above
______________________is a banking service provided to the high profile business customers through
which they can speedily obtain funds from their collection accounts to the main accounts
A. Cash Management account
B. Basic Banking account
C. Online account
D. Current Account
Cash (denominations of Rs.100 & above) received in branches _______________________for payment or
fed into ATM (onsite / offsite).
A. cannot be used / issued to customers
B. until the same is authenticated through machines available in Cash Processing Centres
C. can be used and issued to customers.
D. Both A and B
   
Branches to ensure availability of adequate quantity of machine authenticated and sorted cash from their
respective _____________________to meet their counter payments and ATM feeding requirements
keeping the optimal limit in consideration.
A. Cash Processing Centres (CPCs)
B. Cash Counters
C. Cash in Lockers
D. ATM Machines
Branches to ensure that cash sorting activity is performed under:
A. The presence of Branch Manager
B. The presence of Head Teller
C. CCTV coverage having backup recording of 30 days (1 months)
D. CCTV coverage having backup recording of 90 days (3months)

The notes rejected by the _____________shall be sent to CPC for onward submission to ___________ for
verification. The SBP-BSC shall give credit for the notes found genuine after verification.
A. Cash sorting Machine, SBP BSC
B. Cash sorting machine, Head Office
C. Cashier, SBP BSC
D. Cashier, Head Office

The money laundering can harm the bank in following ways, Except for:
A. Structuring, Layering, & Credit issuance.
B. Integration, Deposit, & Remittance issuance.
C. Placement, Layering, & Integration.
D. Staff Turnover
Strict adherence to KYC norms is achieved through
A. following the statutory authority guidelines
B. identification of customers with appropriate documents
C. strict implementation of the banks system and procedures while opening the accounts
D. All of the above
FATF means:
A. Financial Action Task Force
B. Financial Accounting Trade Federation
C. Financial Association of Trade France
D. Foreign Authority Traders Federation
The term 'inward remittance" means:
A. Purchase of foreign currencies in whatever form
B. Remittances by M.T., T.T., draft
C. Purchase of travelers cheques, drafts under travelers letters of credit, bills of exchange, currency notes
and coins etc. Debit to banks' non-resident Rupee accounts also constitutes an inward remittance.
D. All of the above
   
According to Common Reporting Standards, “Custodial Institution” means:
A. any Entity that holds, as a substantial portion of its business, Financial Assets for the account of
others
B. any entity providing custodial services to the TRE holders of Stock Exchanges
C. any entity providing locker services to its members
D. any entity providing intermediary services to its customers.
All individuals single/ joint account holders are eligible for:
A. UBL Current Account
B. Basic Banking Account
C. UBL Mukammal Account PKR Current Account
D. Business Partner
__________ account can be opened jointly but primary account holder must be senior citizen (i.e., 60 years
plus)
A. UBL Zindagi Account
B. UBL Mahana Aamdani Savings Account
C. UniSaver
D. Uniflex
___________ accounts are meant for NTB customers only.
A. UBL Asaan
B. FCY UniZar
C. FCY Uniflex
D. UBL Zindagi
In respect of Account opening of an individual customer, following(s) document is/are required to be
obtained:
A. CNIC
B. Form B
C. Driving License
D. All of the above
All employees should exercise prudence, at all levels, to safeguard the interests of:
1. Bank
2. Employees
3. Customers
4. Shareholders
A. 1 and 3 only
B. 3 and 4 only
C. 1 and 2 only
D. 2 and 4 only
   
All of the following are few instances which are considered harmful to the reputation of the Bank,
EXCEPT:
A. An employee borrows money from, or in any way places himself under pecuniary obligation either to a
broker, a money lender, a subordinate employee of UBL, any firm or persons having dealings with
UBL.
B. An employee buys or sells stocks, commodities, foreign exchange or securities of any description
without funds to meet the full cost thereof.
C. An employee involved in non-preservation / sharing of passwords & security aspects of Bank’s
systems which may or may not result in any financial loss to the Bank.
D. An employee involved in propagating defamatory statements on social media with respect to country
of placement.
Which of the following is NOT a purpose of Fair Treatment of Customers (FTC)?
A. Improve customers’ understanding about banking
B. Improve customers’ confidence in the Bank
C. Make customers aware of their rights
D. Enable customers to share their grievances
What is the vision of UBL?
A. To be our customers' most convenient and trusted bank
B. Enabling people to advance with confidence and success.
C. To be a financially viable, independent community bank that is committed to improving the quality of
life of the communities we serve
D. To be a world class bank dedicated to excellence, and to surpass the highest expectations of our
customers and all other stakeholders
Final response to the customer in Complaint Handling Mechanism should be:
A. 5 working days not exceeding more than 10 working days
B. 7 working days not exceeding more than 15 working days
C. 2 working days not exceeding more than 5 working days
D. 6 working days not exceeding more than 20 working days
What CGHM stands for:
A. Consumer Grumble Handling Mechanism
B. Consumer Grievances Holding Mechanism
C. Consumer Grievances Handling Mechanism
D. Consumer Grievances Handling Method