5 Bank Teller Interview Questions and Answers

Introduction

Tellers are the frontline of a bank: they must resolve customer issues calmly, follow compliance rules, and maintain customer trust. This question assesses customer service, communication, and problem-resolution skills in a retail-banking context common at Spanish branches like Santander or BBVA.

How to answer

• Use the STAR structure (Situation, Task, Action, Result) to keep the story clear.
• Start by briefly describing the customer issue and its business/operational impact (e.g., an incorrect withdrawal, blocked card, or disputed fee).
• Explain how you assessed the situation, including what questions you asked and any bank procedures or systems you checked (e.g., teller cash drawer, transaction logs, or card-blocking tools).
• Detail the steps you took to resolve the issue while following bank policies (escalation to supervisor, filling forms, issuing provisional credit, or advising on next steps).
• Quantify outcomes when possible (customer left satisfied, reduced complaint escalation, prevented loss) and mention empathy and tone used with the customer.
• Close with what you learned and any process improvements you suggested or implemented.

What not to say

• Claiming you solved it without checking facts or following procedures.
• Blaming the customer or colleagues instead of focusing on resolution.
• Omitting compliance or security steps (like identity checks) — this raises red flags for banks.
• Failing to describe a clear outcome or what you learned from the experience.

Example answer

“At a BBVA branch in Madrid, a customer came in upset about a double ATM withdrawal showing on their account. I calmly listened, verified their identity, and checked the ATM transaction log and our branch system. Finding two identical withdrawals, I explained next steps, filed a transaction dispute form per bank procedures, and temporarily blocked the card to prevent further issues. I escalated the case to the branch manager and the disputes team. The customer received provisional credit within 48 hours and thanked us for the quick, clear help. I learned the importance of calm communication and following the bank's dispute timeline exactly.”

Introduction

Accurate cash handling and following reconciliation procedures are core teller responsibilities. This question tests technical knowledge of cash reconciliation, attention to detail, integrity, and adherence to bank policies used in Spanish retail banking.

How to answer

• Explain immediate steps: secure the drawer and inform your supervisor per branch policy.
• Describe how you'd re-count the cash systematically (bills then coins), check transaction logs, receipts, and recent cash-ins/outs recorded in the teller system.
• Mention reviewing recent transactions with timestamps and matching them to customer IDs or vouchers.
• Discuss checking for simple mistakes (misplaced receipts, float miscounts, or forgotten transactions) before assuming theft or error.
• State that you would complete any required discrepancy report forms and cooperate with internal audit or lost-cash procedures.
• Emphasize transparency and following escalation policy rather than hiding the error, and note any preventive steps you would apply next time (e.g., slower counting, using a second verifier).

What not to say

• Saying you would hide the discrepancy or avoid reporting it.
• Claiming you would immediately accuse a colleague without evidence.
• Skipping steps like re-counting or checking transaction logs before escalating.
• Failing to reference bank policies or compliance (internal controls and reporting).

Example answer

“I would secure the drawer and immediately inform the branch supervisor, as bank policy requires. Then I'd re-count the bills and coins methodically and compare counts to the day's transaction printout and receipts. I'd check for any unrecorded cash-ins or slips tucked away. If the shortfall remained, I'd complete the branch discrepancy report and cooperate with a supervisor or internal audit. Afterwards I'd review my counting routine and ask a colleague to spot-check to reduce future risk.”

Introduction

Motivation and cultural fit matter for entry-level teller roles. Banks in Spain look for candidates committed to customer-facing work who understand the path from teller to roles like personal banker or branch operations. This question gauges motivation, career planning, and commitment.

How to answer

• Be specific about why teller work appeals to you (customer interaction, learning financial products, developing trust with clients).
• Connect personal strengths (accuracy, communication, integrity) to teller responsibilities.
• Reference interest in retail banking in Spain — mention familiarity with local banks or customer expectations if applicable.
• Outline realistic short-term and mid/long-term goals (e.g., master teller responsibilities, become a certified personal banker, progress to branch supervisor).
• Show willingness to learn (training, certifications like anti-money laundering awareness) and contribute to branch goals.

What not to say

• Saying this is only a stopgap job or you’re only in it for the salary.
• Giving vague answers that don't connect skills to teller duties.
• Claiming you have no interest in developing within banking.
• Mentioning unrealistic immediate promotions without demonstrating commitment to learning.

Example answer

“I want to start as a bank teller because I enjoy helping people and I value precise, trustworthy work — both essential for teller duties. Growing up in Barcelona I’ve seen how important local branches are for personal service, and I want to build that customer trust. In the short term I aim to become highly reliable at cash operations and customer onboarding. Over the next few years I’d like to train for roles such as personal banker or branch operations lead, and complete relevant compliance and product training. I’m motivated to build a long-term career in retail banking and contribute to a branch’s success.”

Introduction

Bank tellers regularly face customers distressed about transactions or account issues. This question assesses customer-service skills, adherence to procedures, and ability to de-escalate while protecting the bank and customer.

How to answer

• Use the STAR structure: Situation, Task, Action, Result.
• Start by briefly describing the customer's issue and why they were upset (e.g., unexpected fee, disputed card payment).
• Explain steps you took to listen, empathise, and calm the customer (active listening, acknowledging feelings).
• Detail procedural actions: verifying identity, checking transaction records, escalating to supervisors or fraud team if required, and explaining next steps clearly.
• Quantify the outcome where possible (e.g., resolution time, customer satisfaction, complaint avoided) and highlight any learning or process improvements you suggested.

What not to say

• Claiming you ignored bank procedures to 'get results faster'.
• Taking all the credit and not acknowledging teamwork or escalation when needed.
• Getting defensive about bank policy instead of showing empathy to the customer.
• Omitting practical steps like ID verification or record-keeping that safeguard the bank.

Example answer

“At my branch at Barclays, a customer was upset about an unexpected £35 authorised payment they didn't recognise. I listened without interruption and confirmed their account details per ID procedures. I reviewed the relevant transaction on our system and explained what the transaction reference showed. The customer still disagreed, so I escalated to the branch manager and initiated a dispute with the card team, providing the customer with clear timescales and a case reference. I followed up the next day to update them; the card team later refunded the amount. The customer thanked me for clear communication and later gave positive feedback to the branch. The incident reinforced how calm communication plus following escalation paths protects both customer and bank.”

Introduction

Tellers are the first line of defence against financial crime. This question evaluates your knowledge of anti-money laundering (AML) practices, KYC (know your customer) checks, and when to escalate suspicious activity in a UK banking context.

How to answer

• Start by summarising basic AML and KYC principles (verify identity, understand customer's expected activity).
• Describe practical counter-side checks: verifying ID for large cash deposits/withdrawals, asking purpose of transaction when appropriate, and confirming source of funds where required.
• Explain red flags you would watch for (structured cash deposits, unusual behaviour, inconsistent information, third-party deposits) and why they matter.
• State the correct escalation path: filing a Suspicious Activity Report (SAR) per bank policy, notifying your line manager or the MLRO, and documenting the interaction accurately.
• Mention adherence to data protection and not confronting the customer about suspicion in a way that jeopardises investigations.

What not to say

• Saying you'd ignore small suspicions or 'let it slide' to avoid upsetting customers.
• Describing confrontational behaviour that reveals suspicions directly to the customer.
• Claiming knowledge of AML but failing to mention SARs or escalation to the MLRO.
• Suggesting you would access customer information beyond what is necessary or allowed.

Example answer

“I would follow standard KYC checks: confirm the customer's identity with acceptable documents and ensure their activity fits their usual profile. For large or unusual cash transactions, I'd ask polite, open questions about the source and purpose of the funds, documenting the answers. If I noticed red flags—such as multiple structured deposits just under reporting thresholds or inconsistent explanations—I would not accuse the customer but would escalate immediately by notifying the branch manager and submitting a SAR to the MLRO as per HSBC's procedures. I would also complete all required logs so the compliance team has a clear record. Maintaining customer dignity while protecting the bank and complying with UK regulations is my priority.”

Introduction

Tellers must handle busy periods efficiently while maintaining service quality and security. This behavioural question checks time management, teamwork, prioritisation, and stress management.

How to answer

• Set the scene: describe why the branch was busy and what pressures existed (footfall, queues, staff shortages).
• Explain how you assessed priorities (safety, urgent transactions, customers with appointments, vulnerable customers).
• Describe concrete actions: triaging customers, calling for float or additional staff, delegating tasks, using quiet moments to catch up on paperwork.
• Highlight team communication and any adjustments you made to processes to improve flow.
• End with the result (reduced wait times, positive customer feedback, no security incidents) and any lessons applied afterwards.

What not to say

• Saying you worked alone without coordinating with colleagues.
• Claiming you cut corners on compliance or security to speed up service.
• Focusing only on personal stress rather than customer outcomes or team solutions.
• Failing to describe measurable outcomes or improvements.

Example answer

“On payday weekend at Lloyds, we experienced unusually high queues while one colleague called in sick. I prioritised customers with urgent cash needs and those with appointments, and directed others to use our self-service machines where appropriate. I asked the duty manager to open an additional till and phoned a nearby branch to borrow a teller for an hour. I also assigned a colleague to handle simple enquiries that could be resolved quickly and kept a clear log of transactions to ensure paperwork was completed. As a result, average wait times dropped, customers were served within acceptable times, and we had no errors or compliance issues. Afterwards I suggested a rota tweak to the manager for future peak days.”

Introduction

Senior tellers must detect potential fraud or counterfeit currency, protect the branch and customers, and follow AML and bank policies. This question tests situational judgement, compliance knowledge, and customer handling under pressure.

How to answer

• Start by describing immediate safety and compliance steps: politely pause transaction and calmly engage the customer to reduce tension.
• Explain specific verification actions: use the counterfeit detection tools (UV/marker), compare suspicious notes to verified ones, and follow your bank’s cash-handling checklist.
• Mention escalation and documentation: if notes appear counterfeit or customer behavior is suspicious, notify your supervisor and security per bank protocol (e.g., RBC/TD procedures), and complete required incident reports.
• Discuss customer communication: explain next steps to the customer clearly and professionally without accusing them; if necessary, refuse the notes and offer alternatives (e.g., accept a smaller amount or request identification while following policy).
• Close with regulatory context: reference AML/fraud reporting obligations and how you balance service with compliance.

What not to say

• Accusing the customer outright of criminal activity without evidence.
• Handling the notes casually (e.g., putting them in the drawer) without verification.
• Skipping escalation or failing to document the incident.
• Sacrificing personal or branch safety by confronting or detaining the customer.

Example answer

“I would remain calm and professional, telling the customer I need to verify the notes before completing the deposit. I would use our counterfeit pen and UV detector and compare suspect bills to a verified sample. If I still had concerns, I'd call the branch manager and security per TD's cash-handling protocol and complete the incident report. I would explain to the customer that we need to follow bank procedures and, if appropriate, offer to accept verified notes or suggest other payment methods. After the incident, I'd log details for AML monitoring. This approach protects the bank while maintaining respectful customer service.”

Introduction

Senior tellers often de-escalate tense interactions while safeguarding the branch and customer relationships. This behavioral question evaluates conflict resolution, empathy, communication, and ability to deliver service recovery.

How to answer

• Use the STAR structure: briefly set the Situation, explain the Task you had, describe the Actions you took, and give the Result with measurable or observable outcomes.
• Emphasize active listening: how you let the customer speak, asked clarifying questions, and validated their feelings.
• Describe de-escalation techniques: tone control, lowering your voice, offering solutions or alternatives, and involving a supervisor when needed.
• Show follow-through: how you resolved the issue and any steps you took to prevent recurrence (process changes, coaching).
• Quantify when possible: mention improved satisfaction, retained account, or reduced complaints.

What not to say

• Saying you avoided confrontation or ignored the complaint.
• Claiming you always 'won' the argument or became confrontational yourself.
• Failing to show any learning or follow-up action after the incident.
• Giving a vague story without concrete outcomes.

Example answer

“At Scotiabank Toronto, a customer became upset when a transfer didn’t process same-day. I listened without interrupting, acknowledged their frustration, and apologized for the inconvenience. I checked the system, identified a missing authorization, and explained the cause and the exact steps I would take. I escalated to the branch manager for immediate approval, completed the transfer, and stayed with the customer until they had confirmation. I also followed up the next day to ensure funds arrived. The customer left satisfied and later thanked the branch manager in a feedback note. From that case I implemented a quick checklist for same-day transfers to avoid similar issues.”

Introduction

Accurate cash handling and mentoring are core responsibilities for a senior teller. This competency/technical question examines operational discipline, attention to detail, training ability, and risk mitigation.

How to answer

• Outline a step-by-step reconciliation routine: starting float verification, counting procedures, use of dual-counting when required, and matching transactions to the system tape.
• Mention tools and controls: POS logs, batch reports, counterfeit checks, and how you secure discrepancies.
• Describe how you document and escalate variances and the timelines for investigation per bank policy.
• Explain your coaching approach: shadowing, structured feedback, hands-on practice with common error scenarios, and providing written checklists or quick-reference guides.
• Share metrics or results: reduction in errors, improved reconciliation time, or improved audit outcomes.

What not to say

• Describing informal or lax reconciliation (e.g., guessing counts or delaying reconciliation).
• Saying you keep discrepancies quiet or fix them without documenting.
• Providing training only through occasional verbal comments without structure.
• Ignoring segregation of duties or internal control requirements.

Example answer

“My end-of-day process begins by verifying the starting float, then performing a two-person count of all cash and checks. I reconcile each transaction against the system tape, investigating any mismatches immediately and documenting them. If a discrepancy remains, I follow the bank’s protocol to escalate to the branch manager and complete the variance report. For mentoring, I pair new tellers with me during closing for several shifts, provide a step-by-step reconciliation checklist I developed, and run simulation exercises on common mistakes (wrong denomination, missed ATM deposits). At my last branch with CIBC, this training reduced daily balancing discrepancies by 60% over three months and improved audit readiness.”

Introduction

Lead tellers often face high-pressure interactions that require balancing excellent customer service with strict regulatory compliance (e.g., FICA, anti-money laundering rules) and fraud prevention. This question assesses judgement, communication, and knowledge of South African banking regulations.

How to answer

• Use the STAR structure: briefly set the Situation, explain the Task you had, describe the Actions you took, and summarise the Results.
• Clearly state the regulatory or security concern (e.g., suspicious ID, large cash deposit, unusual transaction patterns) and why it mattered.
• Explain how you de-escalated the customer while following bank policy—what language and tone you used and how you involved colleagues or managers if needed.
• Mention any verification steps you completed (FICA checks, transaction limits, contacting fraud team) and how you documented the incident.
• Quantify the outcome where possible (e.g., prevented a suspicious transaction, maintained customer satisfaction scores, escalation handled without incident).
• Reflect briefly on what you learned and any process improvements you suggested or implemented afterwards.

What not to say

• Claiming you ignored policy to keep a customer happy or implying you bypassed verification steps.
• Focusing only on the customer’s emotions without addressing compliance steps taken.
• Saying you always escalate every issue without attempting independent verification or resolution first.
• Taking sole credit without acknowledging assistance from colleagues or security teams when appropriate.

Example answer

“At my branch in Cape Town, a customer attempted a R120,000 cash deposit with incomplete ID documentation. I calmly explained the FICA requirements and that I couldn’t process the deposit without proper verification. The customer became visibly frustrated. I offered to go through the alternative options: accept the deposit once valid ID was provided, or accept a smaller amount within our cash acceptance limits and book an appointment for verification. While keeping my tone respectful, I notified the branch manager and the fraud team as per our protocol. The customer chose to return with correct documents the next day; the larger deposit was flagged and processed only after verification. We kept the customer informed and retained him as a client; no compliance breach occurred. Afterward, I recommended adding clearer signage at the counter about FICA requirements to reduce future incidents.”

Introduction

Accurate cash handling and internal control are core responsibilities for a lead teller. This question evaluates procedural knowledge, attention to detail, leadership in enforcing controls, and the ability to manage potential accountability fairly.

How to answer

• Start by describing immediate steps: secure the till, do not alter records, and inform your line manager per bank policy.
• Explain how you would perform a structured recount and audit trail: recount cash, verify transaction logs, cross-check CCTV if available, and review end-of-day receipts.
• Describe how you'd interview affected tellers neutrally—fact-based, non-accusatory—documenting statements.
• State when and how you'd escalate to branch manager or internal audit, especially if discrepancy persists or recurs.
• Mention corrective actions you’d initiate: retraining, process improvements (e.g., double counts, supervisor sign-offs), and follow-up monitoring.
• Emphasize fairness, confidentiality, and adherence to HR and disciplinary guidelines if misconduct is found.

What not to say

• Admitting you would cover up or adjust figures to hide the discrepancy.
• Jumping to blame without performing an investigation or checking records.
• Handling it informally without notifying management or following documented procedures.
• Discussing disciplinary steps publicly or compromising confidentiality.

Example answer

“If I found a till R850 short at my Johannesburg branch, I would first secure the till and immediately inform the branch manager according to our policy. I would recount the cash and re-run the electronic till report. If the shortfall still existed, I would review CCTV around the till and cross-check the day’s transaction slips and system transactions for voids or refunds. I would then conduct short, documented interviews with the tellers who operated the till, maintaining a neutral tone. If the cause remained unresolved, I would escalate to internal audit and HR for further investigation. Independently of the outcome, I’d implement preventive measures: introduce a mandatory second-count sign-off for cash drops over R5,000 and run a focused retraining session on balancing procedures. Over the following month I’d monitor till variances and report improvements to the branch manager.”

Introduction

A lead teller must coach and motivate front-line staff to meet operational KPIs (transaction turnaround time, error rates, sales conversions) while ensuring a supportive team environment. This assesses leadership, coaching ability, and performance management.

How to answer

• Outline a structured onboarding and ongoing training plan: shadowing, role-play, periodic skills refreshers, and product updates.
• Explain how you would set clear, measurable targets and communicate expectations tied to branch goals (e.g., target turnaround time, transaction accuracy rate, referral numbers).
• Describe coaching techniques: real-time feedback, one-on-one coaching sessions, and positive reinforcement for good performance.
• Discuss how you’d use data to monitor performance and tailor coaching (daily till variance reports, mystery shopper results, customer feedback).
• Cover motivational approaches: recognition programs, small team incentives, career development paths, and ensuring a respectful, inclusive environment.
• Explain handling underperformance: constructive performance plans, measurable improvement goals, check-ins, and escalation if no progress.

What not to say

• Saying you would use punitive measures first without coaching or support.
• Claiming you don’t use metrics or that you rely solely on intuition.
• Ignoring the need for product knowledge and compliance in training.
• Over-promising incentives you cannot deliver or that conflict with bank policy.

Example answer

“At my previous role in an Absa branch in Durban, I established a 30-60-90 day training program for new tellers: first 30 days focused on mastering core transaction flows and compliance; 60 days introduced upsell/referral scripts and objection handling; 90 days focused on speed and accuracy with quiet hours for practice. I set clear KPIs (under 4 minutes average transaction time, <0.2% error rate, and two referral conversations per shift) and reviewed daily dashboards with the team each morning. I delivered weekly micro-training sessions based on observed gaps and provided immediate on-floor coaching after shifts. To motivate, I ran a monthly recognition board highlighting accuracy and customer feedback, and arranged career development conversations to map progression to senior teller roles. Within three months we reduced average transaction time by 15% and cut errors by half while referral rates increased. When a teller underperformed, I used a documented improvement plan with weekly checkpoints; two weeks later their metrics improved and morale stayed positive because the approach was supportive, not punitive.”

Introduction

Head Tellers are accountable for cash accuracy and operational controls. This question evaluates your attention to detail, incident handling, adherence to policy, and ability to improve processes to reduce loss and risk.

How to answer

• Use the STAR structure: Situation, Task, Action, Result.
• Briefly describe the context (branch size, peak period, staffing) and the nature/amount of the discrepancy.
• Explain immediate actions you took to secure funds and maintain customer service (e.g., locking drawers, notifying supervisor, reconciling shifts).
• Describe investigation steps (review CCTV, transaction logs, recounts, interview involved tellers) and how you followed internal policies and escalation procedures.
• Detail corrective controls you implemented (additional reconciliation steps, dual-count procedures, refresher training, changes to cash limits or float management).
• Quantify impact where possible (reduction in discrepancies, improved audit findings, recovery of funds, time to resolve).
• Mention coordination with compliance, audit, or branch manager if applicable and any communication to regional operations.

What not to say

• Admitting you covered up or ignored the discrepancy to avoid escalation.
• Blaming an individual without describing an objective investigation.
• Focusing only on punitive measures rather than systemic fixes.
• Skipping mention of bank policies, audit, or compliance involvement.

Example answer

“At a mid-sized branch of the Bank of China during a year-end rush, I found a 12,000 RMB shortfall after the afternoon shift reconciliation. I immediately secured the till and notified the branch manager and regional operations. We reviewed the CCTV timestamps and transaction logs, recounted the cash, and interviewed the two tellers on the shift. The investigation showed a cash-counting error during a busy period. To prevent recurrence, I introduced a mandatory dual-count for any single cash movement over 2,000 RMB, adjusted float practices to reduce large denominations in tills, and ran a targeted retraining session stressing dual-control reconciliation. Over the next six months, cashier discrepancies at our branch fell by 75% and internal audit raised no further findings.”

Introduction

A Head Teller must balance regulatory compliance (AML/KYC) with daily customer service. This question assesses your understanding of regulatory requirements, training and monitoring approaches, and ability to enforce standards without harming branch relationships.

How to answer

• Start by summarizing key AML/KYC obligations relevant to tellers in China (transaction monitoring, suspicious activity reporting, ID verification for cash transactions above thresholds).
• Explain how you translate regulations into clear, simple teller procedures and checklists.
• Describe your approach to training: frequency, format (role-play, case studies, refreshers), and how you tailor training for varying experience levels.
• Detail monitoring and QA: spot checks, review of SAR/STR filings, transaction sampling, and use of branch-level dashboards or system alerts.
• Discuss coaching and corrective actions for non-compliance, and how you document and escalate repeated issues to compliance officers.
• Explain how you maintain customer experience: clear scripts, polite explanations for additional ID checks, efficient verification workflows, and reducing false positives through staff judgment and manager support.

What not to say

• Saying compliance is solely the compliance department's responsibility and not part of teller duties.
• Suggesting you prioritize speed over regulatory checks.
• Relying only on annual training rather than ongoing reinforcement and monitoring.
• Stating you'd ignore low-risk customer concerns to avoid friction.

Example answer

“At my previous position in an ICBC branch, I reinforced AML/KYC by creating a short teller checklist for common scenarios (cash deposits over threshold, new account opening, unusual cash structuring). I held monthly 30-minute refresher sessions with role-play for difficult conversations and partnered with the compliance officer for quarterly case reviews. We implemented weekly spot audits of 20 random transactions; when gaps appeared I provided immediate one-on-one coaching and documented the follow-up. To protect customer experience, tellers used a standard polite script to explain why extra ID or documentation was required and offered to help customers complete forms. As a result, our SAR accuracy improved and customer complaints about verification dropped by 40% over a year.”

Introduction

Seasonal peaks like Lunar New Year increase transaction volumes and risk. This question evaluates your leadership, capacity planning, coaching, scheduling, and operational improvement skills to deliver both efficiency and accuracy during high demand.

How to answer

• Start by outlining how you forecast demand (historical volumes, branch demographics, promotion schedules) and identify bottlenecks.
• Describe staffing strategies: flexible rostering, hiring temporary support, cross-training, and using senior tellers for peak shifts.
• Explain process changes to increase throughput without sacrificing control (pre-staging cash, express lanes, appointment systems for large cash exchanges).
• Discuss accuracy safeguards for peak times: pairing inexperienced tellers with mentors, enforced breaks to avoid fatigue, and increased reconciliation frequency.
• Include training and rehearsals specific to seasonal transactions (red packet handling, large cash withdrawals) and contingency plans for system outages.
• Mention KPIs you would track (transactions per teller per hour, error rate, average customer wait time, customer satisfaction) and how you'd iterate based on data.

What not to say

• Saying you would simply require staff to work longer hours without support or controls.
• Proposing shortcuts that bypass reconciliation or verification steps.
• Ignoring staff well-being and fatigue as operational risks.
• Failing to present measurable targets or follow-up mechanisms.

Example answer

“To prepare for Lunar New Year at a Shanghai branch, I analyzed the past three years' transaction spikes and scheduled additional staff for forecasted peak days. I arranged temporary teller support from neighboring branches and cross-trained customer service staff to handle simple cash exchanges. We implemented an express counter for transactions under 1,000 RMB and pre-staged change for common red-packet denominations. I paired junior tellers with experienced ones and increased end-of-shift reconciliation to twice per day during the peak week. KPIs (transactions per hour, error rate, wait time) were tracked hourly; we reduced average wait time by 30% and kept teller error rates unchanged despite a 2x transaction volume increase. We also scheduled mandatory 15-minute breaks every 3 hours to reduce fatigue-related mistakes.”