ACCOUNT TITLING
RISK
FEE REFUND
COMPLAINTS
BANK ERRORS
100

WHO CAN WE SPEAK TO, ACCOUNT SHOWS AS:


ALEX RODRIGUEZ

JENNIFER LOPEZ

BOTH

  • Both are able to perform maintenance, obtain account information and withdraw funds.
  • Either owner may authorize an attorney-in-fact/agent under a power of attorney (POA) on their behalf or close the account without consent of other owners.
  • Both allowed ATM access.
100

WHEN A CALLER PROVIDES THEIR ACCOUNT OR SSN & NOTHING POPULATES FROM THAT INFO, HOW SHOULD WE PROCEED AND WHY?

The information you have provided is not allowing me access.  Please step into a branch with a photo id for further assistance.

100

TRUE/FALSE

DAILY DETAIL AND DAILY SNAPSHOT WILL SHOW THE BREAKDOWN OF WHICH TRANSACTIONS LED TO AN OVERDRAFT ON THE ACCOUNT.

TRUE


100

CLOSE OR ESCALATE, WHAT NEXT?

“Customer stated she tried to close her account on the 1st of the month and PNC is holding her hostage by not letting her close it.”

CLOSED

100

WHO MUST VERIFY ALL BANK ERROR REFUNDS BEFORE YOU SUBMIT THEM?

TEAM LEAD OR MENTOR

200

WHO CAN WE SPEAK TO, ACCOUNT SHOWS AS:

KIM KARDASHIAN TRT

KRIS JENNER TTEE

URTAD MM/DD/YY


  • The trust is the account owner.
  • The trustee(s) is the fiduciary.
  • Only the trustee is able to perform maintenance, obtain account information, withdraw funds and have ATM access.
200
WHAT ARE THE 2 PIECES OF INFORMATIN THAT WE CAN USE FOR KYC (NO OTP/EDGE AUTHENTICATION AVAILABLE)? PLEASE PROVIDE THE ANSWER AS IF YOU WOULD ASK THE CUSTOMER. 

May I have the amount of a recent transaction or if you have a debit card, I can accept the last 5 digits and expiration date.

200

TRUE/FALSE

IF A CUSTOMER IS OPTED OUT OF OVERDRAFT COVERAGE, THEY CANNOT RECEIVE AN OVERDRAFT FEE ON TEHIR ACCOUNT. WHY?

FALSE

OVERDRAFT COVERAGE DOES NOT AFFECT CHECKS, ACH OR RECURRING DEBIT CARD TRANSACTIONS. THESE CAN STILL BE ASSESSED OD FEES.

200

CLOSE OR ESCALATE, WHAT NEXT?

“Check #1933 was processed through the customer’s account on April 6th. It was encoded as $461.72, but the actual amount was $641.72. Customer would like the error corrected.”

CLOSED, FILE A DISPUTE

200

HOW MANY TIMES SHOULD THE REFUND TOOL BE PROCESSED FOR A FEE? WHY?

1

WE SHOULD MAKE SURE TO USE THE CORRECT TYPE OF REFUND BEFORE RUNNING THE TOOL. IT CAN LOOK LIKE MANIPULATION OF THE SYSTEM.

300

WHO CAN WE SPEAK TO, ACCOUNT SHOWS AS:

ROBIN WILLIAMS TRT

ZELDA WILLIAMS TTEE

  • The trust is the account owner.
  • Zelda Williams is the fiduciary.
  • Only Zelda Williams is able to perform maintenance, obtain account information and withdraw funds.
300

IF A CUSTOMER STATES THEY HAVE A FRAUDULENT TRANSACTION OR WANT TO DISPUTE A TRANSACTION, ARE WE ABLE TO ACCEPT THAT TRANSACTION AS KYC?

NO

300

TRUE OR FALSE

WHEN A CUSTOMER OPESN A PNC CHECKING ACCOUNT, THEY ARE AUTOMATICALLY OPTED IN TO OVERDRAFT COVERAGE.

FALSE

300

CLOSE OR ESCALATE, WHAT NEXT?

“Customer stated a deposit was made at a PNC branch and the check was received from a PNC account holder. The funds are not available, and food is needed for the family.”

CLOSED, WARM TRANSFER TO RTA

300

WHAT MUST BE INCLUDED IN THE DOCUMENTATION WHEN USING PENDING REG E DISPUTE FOR A FEE WAIVER?

THE CRISS CASE NUMBER

400

WHO CAN WE SPEAK TO, ACCOUNT SHOWS AS:

TAYLOR SWIFT UMAUGMA (Georgia Only)

KANYE WEST CUST

  • TAYLOR SWIFT is the account owner.
  • KANYE WEST is the fiduciary.
  • Only KANYE WEST is able to perform maintenance, obtain account information and withdraw funds. At no time can the minor withdraw and no balance information should be given to the minor.
  • When the minor reaches the Uniform to Transfer to Minors Act (UTMA) age of maturity, the custodian must withdraw the funds and disburse them to the former minor.
  • Account can't provide or receive overdraft protection.
  • Account can only have one custodian in most states.
400

IF A CUSTOMER IS HAVING TROUBLE WITH THEIR DEBIT CARD DECLINING BUT THEY HAVE PLENTY OF FUNDS AVAILABLE, WHAT FUNCTION WOULD WE SELECT IN CATCH?

FRAUD STRATEGIES

400

TRUE OR FALSE

AN ACH TRANSACTION ACCIDENTALLY PULLED AND POSTED TO THE CUSTOMER'S RESERVE ACCOUNT. MONEY WILL AUTOMATICALLY TRANSFER FROM THE GROWTH ACCOUNT SINCE THEY ARE SET UP FOR OVERDRAFT PROTECTION. WHY?

FALSE

FOR A VW, THE RESERVE AND GROWTH ARE AUTOMATICALLY SET UP AS OD PROTECTION FOR THE SPEND. IN ADDITION A PROTECTING ACCOUNT CANNOT BE PROTECTED.

400

CLOSE OR ESCALATE, WHAT NEXT?

“Customer says they are alive, but the system is showing them as deceased.”

ESCALATED

400

WHAT IS A RESOURCE YOU COULD USE IF YOU EVER HAD A QUESTION ABOUT BANK ERROR REFUND MEANINGS?

EDGE - FEE REFUNDS FOR ERRORS NOT CAUSED BY A CUSTOMER; MENTOR; TEAM LEAD

500

WHO CAN WE SPEAK TO, ACCOUNT SHOWS AS:

JUSTIN BEIBER

ELLEN DEGENERES GDNUCO

  • The account owner, JUSTIN BEIBER, is the beneficiary of the court order.
  • The guardian or conservator, ELLEN DEGENERES, is the fiduciary.  
  • Only the guardian or conservator is able to perform maintenance, obtain account information and withdraw funds.
  • If the title indicates NTBW, don’t allow withdrawals unless there is a court order allowing it.
500

IF A CUSTOMER IS FULLY KYC'D CAN WE PROVIDE THE DEBIT CARD NUMBER?

WE CAN NEVER RELEASE ANY PART OF THE DEBIT CARD INFORMATION. IF THE CUSTOMER PROVIDES THE LAST 4 OR 5 DIGITS, WE CAN REPEAT THEM, BUT NEVER SUPPLY.

500

TRUE OR FALSE

If a customer uses a credit card as overdraft protection, additional fees can be charged to the credit card (ex cash advance fee).

TRUE

500

CLOSE OR ESCALATE, WHAT NEXT?

“Customer is concerned because at the Pine Street branch, which is located in a large business building, there are six parking spots designated for PNC customers but other resident and customers of other businesses park in PNC spots, leaving none for our customers.”

CLOSED

500

WHAT SHOULD YOU LOOK FOR TO USE THE "INCORRECT MERCHANT HOLD" REASON?

UNAUTHORIZED PENDING/POSTED TRANSACTIONS THAT WERE REVERSED OR UNAUTHORIZED TRANSACTIONS THAT POSTED AND THEN CREDITED. 

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