While many companies recognize the importance and positive effects of emotional labor, its negative effects have been issued as a social problem. Therefore, this study aims to provide basic information not only for hiring, educating and supporting employees who are suitable for emotional labor, but also for acting as a preparatory measure to improve positive effects and prevent negative effects of emotional labor. Specifically, we study the effects of the Big 5 personality on deep and surface acting of emotional labor and moderating effect of emotional intelligence, gender and job position at bank customer encounter. Nothing is known about the moderating effects of emotional intelligence, gender and job position on the relationship between personality and emotional labor. Particularly, job position is introduced because of the relocation of senior employees from back office to frontline. Additionally, there is no research on the bank customer encounter of where customer services are standardized, manualized and computerized. The results are as follows: Firstly, agreeableness and neuroticism are the determinants of deep and surface acting, respectively. Secondly, the moderating effects of emotional intelligence and gender are not significant, which means that the moderating effects of personal traits are decreased by the job characteristics. This result can be explained by job demands-resources and burnout theories, and implies that the effects of job characteristics on emotional labor may be greater than those of personal traits. Thirdly, the moderating effect of job position is significant such that the senior’s effect of neuroticism on surface acting is greater than the junior’s. This result may be shown due to the lack of senior’s adaption to customer service and emotional labor as well as the characteristics of neuroticism. In addition, it can be explained by the theories of resource conservation, job demands-control, and job demands-resources.