Bank Secret Shopper Job Description [Updated for 2024]

bank secret shopper job description

In today’s banking world, the significance of bank secret shoppers has never been more pronounced.

As the financial industry progresses, the demand for sharp individuals who can navigate, evaluate, and protect our banking service quality is increasingly crucial.

But let’s delve deeper: What’s truly expected from a bank secret shopper?

Whether you are:

  • A job seeker attempting to unravel the specifics of this role,
  • A hiring manager outlining the perfect candidate,
  • Or simply fascinated by the behind-the-scenes workings of secret shopping in banking,

You’re in the right place.

Today, we reveal a customizable bank secret shopper job description template, designed for effortless posting on job boards or career sites.

Let’s dive right into it.

Bank Secret Shopper Duties and Responsibilities

Bank Secret Shoppers, also known as Mystery Shoppers, evaluate and report on the customer service, operations, and overall experience at banks.

Their reports help banks improve their services and meet customer expectations.

Their main duties and responsibilities include:

  • Visit banks under the guise of a regular customer to evaluate the quality of service
  • Perform specific tasks such as depositing or withdrawing money, opening an account, or inquiring about a loan
  • Evaluate the bank’s customer service, including the professionalism and helpfulness of the staff
  • Assess the cleanliness and organization of the bank, including ATM areas, teller lines, and restrooms
  • Monitor and evaluate the bank’s compliance with regulations and procedures
  • Provide detailed reports and feedback on the experience, including any issues or areas for improvement
  • Evaluate the time taken to complete banking tasks and the efficiency of services
  • Check the clarity and accuracy of information provided by bank staff
  • May also be required to evaluate online and telephone banking services


Bank Secret Shopper Job Description Template

Job Brief

We are looking for a meticulous and observant Bank Secret Shopper to help us assess our banking operations and customer service delivery.

The Bank Secret Shopper will pose as a regular customer to carry out transactions and engage with employees, whilst also noting and evaluating their experiences.

The ideal candidate should have excellent communication, observational, and writing skills.

Ultimately, your role as a Bank Secret Shopper will be to provide valuable feedback that contributes to improving our overall customer experience.



  • Visit banking branches as a regular customer to carry out various banking transactions
  • Interact with banking staff and evaluate their performance
  • Monitor and assess the cleanliness, orderliness, and comfort of the banking hall
  • Assess the level of customer service delivery and professionalism of bank employees
  • Analyze wait times and efficiency of banking processes
  • Document and report observations and experiences in an accurate and detailed manner
  • Provide suggestions and recommendations for improvement based on observations
  • Participate in training and workshops as required



  • Previous experience in a customer service role, preferably in the banking sector
  • Excellent communication and interpersonal skills
  • Strong observational and analytical skills
  • Exceptional attention to detail
  • Ability to write clear, concise reports
  • High level of integrity and confidentiality
  • Must be reliable and punctual
  • High school diploma or equivalent



  • Flexible working hours
  • Competitive compensation
  • Training and development opportunities
  • Travel reimbursement


Additional Information

  • Job Title: Bank Secret Shopper
  • Work Environment: This role involves visiting different bank branches, which requires traveling.
  • Reporting Structure: Reports to the Customer Experience Manager or Market Research Manager.
  • Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
  • Pay Range: Varies depending on the number of assignments completed
  • Location: [City, State] (specify the location or indicate if remote)
  • Employment Type: Part-time, Contract
  • Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • Application Instructions: Please submit your resume and a brief statement of interest to [email address or application portal].


What Does a Bank Secret Shopper Do?

A Bank Secret Shopper, also known as a mystery shopper, is an individual hired by a market research company, watchdog organization or directly by the bank to measure the quality of service, compliance with regulation, or to gather specific information about products and services.

They perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences.

In the context of a bank, the Secret Shopper may be required to open a new account, inquire about a loan, or ask about various banking services.

Their main goal is to evaluate the customer service, the bank’s procedures, the cleanliness of the facility, and the overall experience.

They may also be asked to evaluate the bank’s online or phone services, assessing the ease of use, efficiency, and customer service provided through these channels.

Bank Secret Shoppers help banks identify areas of improvement in their customer service, enabling them to provide a better experience for their customers.


Bank Secret Shopper Qualifications and Skills

A proficient Bank Secret Shopper should possess the following skills and qualifications:

  • Strong analytical skills to assess the quality of service and products from a customer’s perspective, and provide detailed, constructive feedback.
  • Excellent communication skills to clearly and effectively convey their findings and experiences in written reports.
  • Good observational skills to keenly observe the behavior of the bank’s staff and the overall environment.
  • Interpersonal skills to interact with bank staff and customers in a natural, unobtrusive manner.
  • Detail-oriented to accurately remember and record all relevant aspects of their shopping experience.
  • Problem-solving skills to handle unexpected situations or challenges that might occur during the visit.
  • Unbiased and objective approach to effectively evaluate the service without personal prejudice.
  • Reliability and punctuality to complete assignments within the designated timeframe.
  • Possess a good understanding of the banking industry and its standards to accurately assess the service quality.


Bank Secret Shopper Experience Requirements

Bank Secret Shoppers, also known as mystery shoppers, do not necessarily require any banking experience.

However, having a good understanding of banking products, services, and general operations can be beneficial.

It is also important for Bank Secret Shoppers to have excellent observational skills, as they need to accurately assess the customer service and operations of the bank.

Candidates with customer service or sales experience, particularly in a retail or banking environment, are often preferred as they are familiar with the expectations and standards of these roles.

Experience in market research or consumer behavior studies can also be beneficial for Bank Secret Shoppers, as they are required to provide detailed reports and feedback on their experiences.

Candidates who have worked as secret shoppers in other industries can also apply their experience to this role, although specific training may be needed to understand the unique aspects of the banking industry.

Finally, being a regular customer of banks can provide a solid foundation of experience for this role, as familiarity with the banking process and customer service standards is crucial.

It’s also worth noting that many companies offer training programs for potential secret shoppers, which can provide the necessary experience and knowledge for this unique role.


Bank Secret Shopper Education and Training Requirements

A Bank Secret Shopper, also known as a Mystery Shopper, does not necessarily require a specific educational background.

However, a high school diploma or equivalent education is often required.

This role involves assessing customer service quality, compliance with regulations, and the overall performance of bank staff.

Therefore, a strong understanding of banking procedures and regulations is beneficial.

This can be obtained through prior work experience in banking, or through relevant courses or training programs.

Bank Secret Shoppers need excellent observational skills, a keen attention to detail, and strong written and verbal communication skills.

These can be developed and enhanced through various educational or training programs focusing on communication, writing, and customer service.

While not required, some Bank Secret Shoppers may choose to obtain certifications from organizations like the Mystery Shopping Professionals Association (MSPA) which offer programs that validate and enhance their skills.

Continued professional development can also be beneficial.

This could include workshops or courses on new banking procedures, customer service techniques, or changes in banking regulations.

Additionally, proficiency in using basic computer software and internet is necessary, as reporting is often done online.

Training in these areas may also be beneficial.


Bank Secret Shopper Salary Expectations

A Bank Secret Shopper, also known as a Mystery Shopper, can expect to earn an average of $12.62 (USD) per hour.

However, the earnings can vary significantly based on factors such as the number of assignments, location, and the particular banking institution involved.

Some shoppers may also receive reimbursement for purchases made during the course of their evaluations.


Bank Secret Shopper Job Description FAQs

What skills does a Bank Secret Shopper need?

A Bank Secret Shopper should have strong observational and analytical skills to assess the bank’s environment and services.

They should possess excellent communication skills to report their findings in a clear and concise manner.

They should also have a good memory to recall interactions and details of the visits.


Do Bank Secret Shoppers need a degree?

No, a degree is not typically required for a Bank Secret Shopper.

However, having a degree in fields such as business, finance, or marketing can be beneficial.

The most important aspect is having a good understanding of customer service and sales tactics used in banking institutions.


What should you look for in a Bank Secret Shopper resume?

On a Bank Secret Shopper’s resume, you should look for previous experience in secret shopping, customer service, or sales.

Proficiency in written communication is also important, as they will be responsible for providing detailed reports.

If they have experience in the banking sector, it can be an added advantage.


What qualities make a good Bank Secret Shopper?

A good Bank Secret Shopper is detail-oriented, observant, and unbiased in their evaluations.

They should be able to remain discreet during their visits and possess a professional attitude.

Good memory recall is crucial, as they need to remember specific details about their experiences.

They should also be reliable and punctual.


Is it challenging to find a qualified Bank Secret Shopper?

Finding a qualified Bank Secret Shopper can sometimes be challenging due to the unique skill set required for the role.

However, with a well-structured recruitment process and clear job description outlining the required skills and qualities, it is possible to find the right person for the job.



So there you have it.

Today, we’ve lifted the lid on what it really means to be a bank secret shopper.

And guess what?

It’s not just about visiting banks.

It’s about assessing customer service, evaluating compliance, and shaping the future of banking, one visit at a time.

With our comprehensive bank secret shopper job description template and real-world examples, you’re all set to take a leap.

But why stop there?

Go deeper with our job description generator. It’s your next step to creating impeccable job listings or refining your resume to perfection.


Every visit is a piece of the larger puzzle.

Let’s shape the future of banking. Together.

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