Day 3 Teacher Guide

Scenario 3A: Family Transfer

Teller Role: Help a student send AUD $500 to Vietnam.

Objectives:

• Verify identity.
• Explain the transfer fee clearly.
• Explain exchange rate and local currency conversion.
• Explain processing time.
• Check recipient information carefully.

Suggested Teller Response:

• "May I please see some photo identification so I can start the transfer?"
• "The transfer fee is AUD $15, so if you send AUD $500 today you will pay AUD $515 in total."
• "At today’s rate, AUD $500 would convert to about 8,000,000 Vietnamese đồng."
• "The money should arrive in Vietnam in 1 to 3 business days, which means if we send it today it may arrive by Thursday or Friday."
• "Please make sure the recipient's name, bank name, account number, and SWIFT code are complete before we process it."

Scenario 3B: Missing SWIFT Code

Teller Role: Customer wants to transfer money but is missing information.

Objectives:

• Explain what a SWIFT code is.
• Explain why it is required.
• Help customer obtain it.

Suggested Teller Response:

• "A SWIFT code is a special number that identifies the recipient's bank overseas, and we need it to send the money correctly."
• "Without the SWIFT code, I cannot process the transfer even if you have the rest of the details."
• "For example, if you want to send AUD $500, I need the SWIFT code before I can move the money on your behalf."
• "Please contact your recipient or their bank for that code, and then we can complete the transfer without another visit."

Correct Outcome:

Transfer cannot proceed until the SWIFT code is provided.

Scenario 3C: Wrong Account Number

Teller Role: Customer has incorrect account information.

Objectives:

• Identify account mismatch.
• Prevent transfer.
• Request corrected details.

Suggested Teller Response:

• "I need to confirm the account number carefully before I send AUD $500 to make sure it arrives at the right account."
• "If the account number is wrong, the transfer could be delayed while we trace it, or the money could be returned."
• "For example, if you give 12345678 instead of 12345679, the payment may be rejected or returned after several business days."
• "Please double-check the numbers and give me the correct account number so I can process it now."

Correct Outcome:

Transfer is paused until correct information is supplied.

Scenario 3D: Emergency Transfer

Teller Role: Customer needs money delivered urgently.

Objectives:

• Discuss faster transfer options.
• Explain extra fees.
• Set realistic expectations.

Suggested Teller Response:

• "Why do you need the money urgently, and how quickly does it need to arrive?"
• "There is a faster option available, but it will cost extra on top of the standard AUD $15 fee."
• "For example, if you want the transfer sent urgently, the total cost may be AUD $535 for a AUD $500 transfer."
• "Even with express service, the money may take up to 1 business day, depending on whether the receiving bank processes urgent payments immediately."
• "I need to check the recipient details and confirm whether the destination bank can receive the urgent payment today."

Correct Outcome:

Customer understands delivery times and costs.