Concentrix Customer Service Representative interview questions

We were in a group of 4 and were given a brief powerpoint presentation about the company and what they do. We then took turns to go to separate rooms for a one on one interview and a role play phone call. Tip for role play: the paper they give you with the scenario says you work for a card company which I assumed was some sort of third party company that handled a particular card. And the actual job involves helping people with gift cards and credit type cards as a third party company. Well in the scenario you don't. They actually mean you work for the bank the card is with even though it doesn't say that. I'm assuming the correct resolution is to cancel the customers card for them as it may be compromised etc. I asked the fake customer if they'd been in contact with the bank to clarify transaction details as I assumed we wouldn't have access to that and I was essentially mocked by the girl interviewing me for asking a "stupid question". Apparently I worked at the bank despite what the piece of paper said. A bit silly really. I'm fairly sure in a real life situation I would be aware if I worked in a bank. The main interview was quite thorough and pleasant (as far as interviews go) however.