JAY GET IT ACADEMY / SHIFT COACH CARD
The 4 p.m. Wire
Use this in a five-minute huddle after the simulation. One person plays the customer, one gives the handoff, and one listens for the facts.
Ask and verify
- “Who asked you to send the money, and what for?” Listen for the amount, recipient, deadline, and source of the request.
- Use your institution’s approved independent verification source. State what you could confirm and what remains unknown.
- When a wire has already been sent, involve your designated payments or fraud team promptly under branch procedure.
Listen for these five handoff details
- Check amount and who provided it.
- Wire amount, recipient, and requested deadline or actual send time.
- Wire status and reference, if available and permitted to share.
- What was verified and what remains unconfirmed.
- Who owns the next step. Give no assurance of recovery.
Try a different case
A customer deposited a $3,100 cashier’s check from an online buyer. The buyer asked them to send $600 to a mover. The customer says they sent it 25 minutes ago. They have a receipt, and the issuer has yet to confirm the check.
Coach prompt: Ask the learner what they would do first, which receipt facts they would pass on, and what they would say if the customer asks for a guarantee. Have them give a 20-second handoff before showing the checklist.
Fictional practice. Follow your institution’s procedures. Use no real customer information during the exercise.