Certified Customer Service Representative (CCSR)

Question 1

A customer makes several cash deposits over a few days, with each deposit being $9,500. As a customer service representative, you notice this pattern. This activity is a potential indicator of:

A common savings strategy to earn more interest. Structuring, an attempt to evade Currency Transaction Report (CTR) requirements. A standard procedure for a small business owner. An error in the bank's transaction monitoring system.

Correct Answer:

Structuring, an attempt to evade Currency Transaction Report (CTR) requirements.

Question 2

Under the Gramm-Leach-Bliley Act (GLBA), which of the following is considered Non-Public Personal Information (NPI) that a CSR has a duty to protect?

The bank's publicly posted hours of operation. A list of mortgage products offered by the bank. A customer's account balance and social security number. The address of the bank's corporate headquarters.

Correct Answer:

A customer's account balance and social security number.

Question 3

What is the primary purpose of the Customer Identification Program (CIP) that banks are required to implement when opening a new account?

To determine the customer's eligibility for credit products. To form a reasonable belief that the bank knows the true identity of the customer. To enroll the customer in the bank's marketing and promotional campaigns. To verify that the customer has a sufficient opening deposit.

Correct Answer:

To form a reasonable belief that the bank knows the true identity of the customer.

Question 4

A person calls claiming their mother is a customer and is too ill to call herself. The person asks for the mother's checking account balance to ensure a check will clear. The caller is not listed on the account. What is the most compliant action for the CSR to take?

Provide the balance to be helpful in a difficult situation. Ask for the mother's date of birth to verify the caller's identity. Suggest the caller use the mobile app on the mother's phone. Politely state that due to privacy regulations, you can only share account information with the authorized account holder.

Correct Answer:

Politely state that due to privacy regulations, you can only share account information with the authorized account holder.

Question 5

A customer reports that their debit card was stolen yesterday and that two unauthorized transactions of $150 each have been posted to their account today. They report it immediately upon discovery. According to Regulation E, what is the customer's maximum liability?

$$500 $$300 $$50 $$0, because the bank's insurance covers it.

Correct Answer:

$$50

Question 1

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About this Exam

Prepare with the Certified Customer Service Representative (CCSR) practice quiz. This question bank includes 75 questions covering customer, service, representative, issue, and primary. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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Certified Customer Service Representative (CCSR)

This practice set contains 75 questions from the matching question bank and focuses on customer, service, representative, issue, and primary. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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About this Exam

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Certified Customer Service Representative (CCSR)

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