Customer call simulation

You'll take a call from a bank customer whose payment has been held. Talk to him as you would on a real call.

Content note: this role-play involves grief, loneliness and financial loss. You can end the call at any time.
Call card Hide

You

Bank customer contact team. You can keep a payment on hold and transfer the customer to the fraud and scams team.

Customer

Name
Graham Whitlock, 68
Customer for
22 years

Alert on screen

Held
$6,500 international transfer
Payee
S. Otieno, account in Kenya
Pattern
Five transfers to this new payee since July, $6,050 in total
History
No international payments before July

Your goal

Work out what's happening and protect Graham's money without damaging his trust in you or the bank.

If you transfer Graham to the fraud team, you'll be asked for a one-line handover note. Type it in the reply box.

Four moves

  1. Reflect feelings before facts.
  2. Explore before you name concerns.
  3. Name specific observations, not "patterns".
  4. Offer a face-saving pause.

Help

Press Hint for a one-line tip (three per call). After the call, press Get debrief for feedback.

Graham Whitlock Not connected

Read the call card, then start the call when you're ready. Graham will speak first.