How do I balance my bank's profit against what's good for customers?

You stand between two masters, the institution that pays you and the people whose money you hold, and they do not always want the same thing. Feeling that tension is not a problem to solve away. It is the honest reality of your position, and staying awake to it is what keeps you decent. But the two are not as opposed as a bad quarter makes them seem. A bank that genuinely serves its customers earns something a fee never buys: trust, and the long relationship that comes with it. When you push a product that helps the bank and hurts the person, you win today and quietly rot the thing that keeps the bank alive. When the next choice comes, use a plain test: would you recommend this to someone you love? If not, you already know. You may not always get to choose, but where you can, let the customer's good be your default, and let profit be what follows from serving well.