EDGE
The EDGE article for Debit Card Activation Line
What is 4230?
The process we use to identify the customer's identity over the phone?
What is KYC?
When do we consult REG?
What is, for social media or lawyer threats?
Average Handle Time for August?
What is 346 seconds?
What is 33775?
What is required of us to say at the beginning of each call?
What is, we're on a recorded line?
FCR target?
What is 85%
What is 13159?
What is $500?
What are the five attributes of the CARES model?
What is Connect & Clarify?
What is Acknowledge?
What is Resolve?
What is Empathy?
What is Share?
What is SA target?
94%
Edge article for debit card PIN requests
What is 57509?
What is, a $100 is available for processing the same business day. The remaining amount is available on the fourth business day. If for cash withdrawal, a $100 is made available the next business day, the remaining on the fourth business day.
If someone who is in the Military service calls in for support with an account, what department do we transfer them to?
What is SOC?
Quality metric goal?
Causes of a zero risk?
What is 4.4?
What is failure to Properly KYC? Failure to mention the line is recorded? etc.
The article that we can use to help customers with a foreign address to enroll and use online banking?
What is, 30727?
Three Part Question:
What is the cut off time for a deposit of a check at a non-PNC ATM? PNC ATM?
What time is nightly processing?
For a non-PNC ATM - 3:00 PM EST
PNC ATM: 10 PM EST
Nightly Processing: 10 PM EST
What happens when a dispute is cancelled? What is the common reason why disputes are cancelled?
What is, the customer can re-file? What is the customer doesn't fill out the required paperwork?
What is NPS? What is the goal for it?
NPS is our scores for customers. What is 6 or higher?