Products & Services
Uncommon Call Types
Legal
Disputes
Identifying Red Flags
100

What is the standard check order quantity?

Standard order consists of 80 checks. 

100

What do the letters PNC stand for?

The letters PNC came from the merger of Pittsburgh National Corporation and Provident National Corporation in 1983.

100

What resource do we use if a customer calls regarding legal processes?

Legal-Process Documents - Where to Forward Documents and Direct Questions


100

What specialized team handles online banking disputes?

Online Banking Regulation E Dispute Services

100

What is a red flag review?

A red flag review is a thorough evaluation of:     

  • The nature of the request or transaction
  • The circumstances around the request or transaction
  • The customer's recent activity
  • Previous behavior and relationship/transaction history for the customer
200

What is the primary reason for check order refunds? And what do we do?

Misquoting a check price.

 If a check order price is misquoted, don’t refund the entire amount. Only issue the refund for the difference between the amount charged and the amount quoted.

200

Where can customers go to learn more about PNC's history?

Customers can learn more about PNC's history, as well as predecessor banks, by visiting pnc.com, clicking About, then Company Profile, then Legacy Project.

200

What code is an indication of a legal hold?

Hold code 11

200

What regulation protects individual consumers conducting consumer EFT transactions?

Electronic Fund Transfer Act (Regulation E)

200

What are examples (3) of a Politically Exposed Person (PEP)?

Some examples include, but aren't limited to:

  • Foreign presidents, prime ministers, governors and senators
  • Leader of a major foreign political party
  • Members of foreign royal families
  • Members of foreign legislatures
  • Ambassador
  • First/second secretary and/or counsellor of a foreign embassy
  • Attaché/assistant attaché
  • National Defense University students
300

True or false - if an account is inactive or dormant can it affect a customers accessibility to a account or OLB access all together? 

True

300

You receive a call from law enforcement asking for Video / Photo of a branch or ATM. How do you respond?

If you receive a request for any of the items listed above from law enforcement, you should submit the request and supporting documents to the Subpoena Processing group via email at subpoenaprocessing@pnc.com or via fax to 888-678-1472.

300

What types of recurring payments are protected on most legal orders?

  • Social Security
  • Supplemental Security Income (SSI)
  • Veteran benefit payments
  • Railroad retirement payments
300

True or False - We can file a dispute on domestic wire transfers?

And what resource can be used for guidance?

True 

Wire and International Money Transfers: Inquiries, Disputes, Cancellations and Incoming/Outgoing Wire Information

300

This act requires these four KYC requirements to open a new account?

Patriot Act

Those requirements are referred to as KYC 4:

  • Name
  • Address
  • TIN (Tax Identification Number)
  • Date of birth
400

Customer calls inquiring about notary services. After asking probing questions. What documents can PNC notarize?

PNC will notarize the following documents:

  • PNC mortgage or loan documents
  • Acknowledgements (corporate / individual)
  • Affidavits
  • PNC Power of Attorney (POA) affidavits
  • Authorization letters for estates or trusts
  • Electronic Federal Tax Payment System (EFTPS) Authorized Account User Verification Form
  • Letter of authorization or consent/school permission slips
  • Affidavits or certifications about photographs
  • Car titles
  • Maryland only - Deeds or documents of conveyance that transfer ownership of real estate property
400

You receive a call from a reporter asking you to comment on news they heard about PNC. What resource would you use and how would you respond?

Resource - How to Handle Media Inquiries 

If approached by a reporter who has a question, or who is asking for comment, you should say: "Please contact PNC Corporate Communications at 412-762-4550."

Do not say, "No comment."

400

Documents such as power of attorney forms, trust agreements, guardianship/conservator and estate/small estate should be sent for review to?


Channel Services Legal Document Review

 PNC Bank
Channel Services Document Review
500 First Avenue
Pittsburgh, PA 15219

400

What resource do we use to determine the type of transaction a customer wants to dispute? 

Disputing or Researching a Transaction Using the Disputes Tool

400

What are social media specific red flags?

  • Extremely high follower count
  • Celebrity accounts
  • Politician accounts
  • Excessive, repeat messages (spamming)
  • Time sensitive issues (such as creating a sense of urgency)
  • Posts that tag news or media outlets
  • Potential reputational risk items
500

What is the difference between Signature Validation and a Medallion Stamp Signature Guarantee?

Signature Validation is for non-securities. 

The Medallion stamp is used to guarantee signatures for the sale, transfer, assignment or redemption of a security.

 

500

What is the Address Confidentiality Program?

In some cases, customers who are part of their state's Address Confidentiality program, to protect them from stalking and domestic violence, may associate an address other than their residential address with their PNC account(s).

If a customer calls and indicates they participate in the Address Confidentiality program and want to open a new account or update their address on an existing account, advise them to make an appointment at their local branch. They must bring the Address Confidentiality program letter with them.

500

If you're asked how or where to serve PNC with any legal-process document, what can you provide to the caller?

Tell the person to fax their question, concern or documents to Legal Services – Litigation at 412-762-6763.

500

If a customer did not initiate a international wire transfer, What should we do?

  1. If the customer didn’t initiate the wire:
    1. Call BOSC. They will open an investigation. The dispute will be resolved within 10 business days (20 business days for new accounts opened within 30 days) or provisional credit (including interest) will be issued to the account at that time to extend the timeframe for the investigation to 45-90 calendar days. Based on the results of the investigation, the customer will receive a letter notifying them of the results.
      • If it's outside of BOSC's business hours, provide the phone number to the customer and tell them to call back during business hours. 
    2. File a Security Incident Report (SIR).
    3. File a complaint if warranted Consumer Complaint Management Program Resources.
500

What Anti-Money Laundering and Bank Secrecy act incidents require a SIR?

  • Reversed CTR 
  • Money laundering
  • Structuring
  • Internet gambling
  • Terrorism
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