"proof operators" (line 23) and “bookkeeping clerks” 
(lines 24-25)

Para responder a esta questão, é interessante observarmos o trecho anterior à frase selecionada: "Proof operators sort checks&nbsp;and record the amount of each check. Bookkeeping&nbsp;clerks keep records of each customer’s account". Ao tratar sobre os tipos de especialistas em um banco, como "proof operators" e "bookkeeping clerks", o autor do texto inicia um outro período recuperando tais especialistas. Ao escrever "In addition to these specialists" (em adição a esses especialistas), ou seja, além dos especialistas mencionados anteriormente. Nesse sentido, "these specialists" se refere a "proof operators" e "bookkeeping clerks". Alternativa correta: Letra (C)

Definition and Nature of the Work
Banks simplify people’s lives, but the business of 
banking is anything but simple. Every transaction — 
from cashing a check to taking out a loan — requires 
careful record keeping. Behind the scenes in every 
bank or savings and loan association there are dozens 
of bank clerks, each an expert at keeping one area of 
the bank’s business running smoothly.
New account clerks open and close accounts 
and answer questions for customers. Interest clerks 
record interest due to savings account customers, 
as well as the interest owed to the bank on loans 
and other investments. Exchange clerks, who work 
on international accounts, translate foreign currency 
values into dollars and vice versa. Loan clerks sort 
and record information about loans. Statement clerks 
are responsible for preparing the monthly balance 
sheets of checking account customers. Securities 
clerks record, file, and maintain stocks, bonds, and 
other investment certificates. They also keep track of 
dividends and interest on these certificates.
Other clerks operate the business machines on 
which modern banks rely. Proof operators sort checks 
and record the amount of each check. Bookkeeping 
clerks keep records of each customer’s account. In 
addition to these specialists, banks need general 
clerical help — data entry keyers, file clerks, mail 
handlers, and messengers — just as any other 
business does.
Education and Training Requirements
Bank clerks usually need a high school 
education with an emphasis on basic skills in typing, 
bookkeeping, and business math. Knowledge of 
computers and business machines is also helpful.
Prospective bank workers may be tested on their 
clerical skills when they are interviewed. Most banks 
provide new employees with on-the-job training.
Getting the Job
Sometimes bank recruiters visit high schools to 
look for future employees. High school placement 
offices can tell students whether this is the practice 
at their school. If not, prospective bank workers can 
apply directly to local banks through their personnel 
departments. Bank jobs may be listed with state and 
private employment agencies. Candidates can also 
check Internet job sites and the classified ads in local 
newspapers as well.
Advancement Possibilities and Employment 
Outlook
Banks prefer to promote their employees rather 
than hire new workers for jobs that require experience.
Clerks frequently become tellers or supervisors. Many 
banks encourage their employees to further their 
education at night.
According to the U.S. Bureau of Labor Statistics, 
employment of bank clerks was expected to decline 
through the year 2014, because many banks are 
electronically automating their systems and eliminating 
paperwork as well as many clerical tasks. Workers 
with knowledge of data processing and computers 
will have the best opportunities. In addition to jobs 
created through expansion, openings at the clerical 
level often occur as workers move up to positions of 
greater responsibility.
Working Conditions
Although banks usually provide a pleasant 
working atmosphere, clerks often work alone, at times 
performing repetitive tasks. Bank clerks generally 
work between thirty-five and forty hours per week, 
but they may be expected to take on evening and 
Saturday shifts depending on bank hours.
Earnings and Benefits
The salaries of bank clerks vary widely depending 
on the size and location of the bank and the clerk’s 
experience. According to the Bureau of Labor 
Statistics, median salaries ranged from $23,317 to 
$27,310 per year in 2004 depending on experience 
and title. Generally, loan clerks are on the high end of 
this range, whereas general office clerks are on the 
lower end.
Banks typically offer their employees excellent 
benefits. Besides paid vacations and more than 
the usual number of paid holidays, employees may 
receive health and life insurance and participate 
in pension and profit-sharing plans. Some banks 
provide financial aid so that workers can continue 
their education.

No trecho "Generally, loan clerks are on the high end of this range,whereas general office clerks are on the lower end", a conjunção whereas estabelece uma relação de contraposição entre as duas orações. Loan clerks (funcionários de empréstimo) estão no limite superior da hierarquia, enquanto (whereas) funcionários do escritório geral (general office clerks) estão em uma posição inferior. Assim, considerando o contexto em que a conjunção aparece, observamos que whereas expressa um contraste de ideias (expresses a contrast). Alternativa correta: Letra (A)

O pronome "they" se refere a um termo mencionado anteriormente no texto. Para identificar a qual termo ele se refere, é importante observarmos o trecho anterior à frase selecionada na questão: "The results give a fascinating insight into banking leaders’ approach during these unprecedented times. (Período 1) But they also show how they see their industry in the years to come (Período 2)".Considerando que o sujeito do primeiro período é "the results", podemos observar que o segundo período ainda trata do mesmo sujeito, na medida em que se inicia com "they also show" (eles também mostram).Desse modo, "they" se refere aos elementos "the results". Alternativa correta: Letra (B)

How Digital Transformation is Shaping the Future of Banking 

1 Like all businesses, banks have had to act fast to respond to the unprecedented human and economic impact of Covid-19.
2 First, they needed to keep the lights on and ensure business continuity. Second, they had to meet the changing ways customers wanted to engage. Finally, they sought to balance their business priorities with a responsibility to support society. Previous crises cast the banks as part of the problem — this time they are part of the solution.
3 Banks who have embraced modern banking technology have fared better in meeting these challenges. They’ve moved seamlessly to remote working, kept up service for their customers, coped with huge increases in demand and quickly adapted their products. In contrast, banks using legacy ‘spaghetti’ software have struggled.
4 Covid-19 has accelerated the need for modern banking technology, but it didn’t create it. Before coronavirus, the 2020s were already being framed as the decade for digital in the banking industry. Banks’ return on equity were too low and their cost-income ratios were too high. Meanwhile, regulation like open banking was disrupting the industry and increasing competition from new entrants like the GAAFAs (Google, Amazon, Alibaba, Facebook, Apple).
5 Providing seamless digital customer experiences was therefore already a ‘must’. Every year, Temenos partners with the Economist Intelligence Unit (EIU) for a global study on the future of banking. More than 300 banking leaders are interviewed from retail, commercial and private banks. Over half of these are at C-suite level.
6 In 2020, the study took place amid the Covid-19 crisis. The results give a fascinating insight into banking leaders’ approach during these unprecedented times.
But they also show how they see their industry in the years to come.
7 And the findings suggest three trends which will shape the future of banking: 
 1. New technologies will be the key driver of banking transformation over the next 5 years.
77% of respondents strongly believed that Artificial Intelligence (AI) will be the most game-changing of these technologies. They see a diverse range of uses for AI — from personalised customer experience to fraud detection.
 2. Banks will overhaul their business models to create digital ecosystems. 80% of respondents believe that banking will become part of a platform of services. 45% are committed to transforming their business models into digital ecosystems. 
 3. The sun will set on branch banking. World Bank data shows that visits to branches have been steadily declining globally over the last decade. As a result of coronavirus, customers are now more concerned about visiting their branch, and so even more people are willing to try digital applications.
This combination of pandemic and increasingly transformative advanced technology has led a majority of respondents (59%) to our survey with the EIU to state that traditional branch-based banking model will be dead in just five years. That’s a 34% increase from last year.
8 The current environment is undoubtedly challenging for banks. But they have the capital, customer relationships and customer data. They are regulated. And most importantly: they still enjoy their customers’ trust.
9 In short, banks are best-placed to succeed if they commit to end-to-end digital transformation.
That means a fully digital front office which creates hyper-personalized experiences and ecosystems.
And a back office driving efficient operations and rapid innovation. By embracing modern banking technology, banks can support their customers today, create new value for the future and drive new levels of future growth.

A expressão "in short", presente no texto, significa "em resumo", sendo usada para concluir determinado assunto. Por esse motivo, é usada ao final do texto, para concluir a discussão.Desse modo, "in short" expressa uma ideia de conclusão (conclusion). Alternativa correta: Letra (D)

 banks cannot grow after the coronavirus pandemic.

 modern banking technology can help reshape the present and the future of banks.

 modern technology can frustrate the present and the future of the banking industry.

 as result of the coronavirus pandemic, banks will not be able to meet customers’ demands in the future.

 due to the coronavirus pandemic, banks are not able to meet customers’ expectations in the present.

No trecho "By embracing modern banking technology, banks can support their customers today, create new value for the future and drive new levels of future growth", podemos notar uma perspectiva de mudança no futuro dos bancos. Segundo o trecho, ao adotar a tecnologia moderna, os bancos podem dar suporte a seus clientes hoje (today), criar um novo valor para o futuro (future) e impulsionar novos níveis de crescimento futuro (future growth). Tendo isso em vista, é possível inferirmos que a tecnologia bancária moderna pode ajudar a remodelar o presente e o futuro dos bancos, como afirma a alternativa (B). Não é possível inferir o que se afirma nas demais alternativas, já que todas elas apontam uma incapacidade dos bancos em crescer e atender seus clientes no presente e no futuro. Alternativa correta: Letra (B)

Questões de CESGRANRIO - Inglês - Compreensão de textos - Banco do Brasil