Mock Test for Bank Branch Managers
Total Marks: 100 | Duration: 90 minutes
### Section A: Multiple-Choice Questions (40 Marks)
(Each question carries 2 marks)
1. Which of the following is the primary responsibility of a branch manager?
a) Selling banking products
b) Ensuring branch profitability and compliance
c) Handling IT infrastructure
d) Conducting market research
- Answer: b) Ensuring branch profitability and compliance
2. What is the main objective of KYC (Know Your Customer) compliance?
a) Preventing fraud and money laundering
b) Increasing customer engagement
c) Reducing interest rates
d) Improving operational efficiency
- Answer: a) Preventing fraud and money laundering
3. Which ratio is most important for assessing a bank's liquidity?
a) Debt-to-Equity Ratio
b) Loan-to-Deposit Ratio
c) Return on Assets
d) Net Interest Margin
- Answer: b) Loan-to-Deposit Ratio
4. What should a branch manager do if an employee is found violating banking policies?
a) Give a verbal warning and ignore the issue
b) Report to HR and conduct an internal inquiry
c) Immediately terminate the employee
d) Discuss the matter in a team meeting
- Answer: b) Report to HR and conduct an internal inquiry
### Section B: Situational Judgment Questions (30 Marks)
(Each question carries 5 marks)
9. A loyal customer has applied for a loan but has a low credit score. What should you do?
- a) Approve the loan due to loyalty
- b) Reject the loan immediately
- c) Suggest alternative loan options and ways to improve the credit score
- d) Approve the loan with higher interest rates
- Answer: c) Suggest alternative loan options and ways to improve the credit score
10. A staff member is struggling with performance due to personal issues. How do you handle it?
- a) Ignore it, as personal issues are not work-related
- b) Offer counseling or support while setting clear performance expectations
- c) Issue a warning letter immediately
- d) Reduce the employee's responsibilities permanently
- Answer: b) Offer counseling or support while setting clear performance expectations
### Section C: Case Study (30 Marks)
(Each question carries 10 marks)
12. Customer Complaint Handling:
- A high-value customer complains about poor service at your branch. How do you address the issue while
maintaining customer satisfaction?
- Answer: Listen actively, apologize, investigate the issue, offer a resolution (better service, compensation if
needed), and follow up.
13. Branch Performance Improvement:
- Your branch is struggling with low deposits and customer footfall. What strategic steps would you take to
improve its performance?
- Answer: Conduct local market research, introduce promotional offers, enhance customer engagement,
provide better digital banking services, and train employees.
