CATCH to EDGE
The client’s information is populated in CATCH and the upper left verification displays Verified MFA. What are the next steps we have to take to launch EDGE from CATCH?
Select the customer you are speaking with in the search results in CATCH> From the list of customer accounts> Select the account the customer is calling about> After selecting the account and verifying alerts Click the EDGE button on the right hand side of the screen.. When EDGE launches the client should appear as authenticated
Can i provide the last four numbers of the client's phone number to OTP?
No. Do not provide the client with any or partial phone numbers
If the client is IVR verified, do we still need to authenticate them in EDGE?
If CATCH displays that the client is VerifiedMFA or VerifiedOTP thorugh PNC Voice Banking (IVR) no further authentication is needed. CATCH will not prompt OTP and you can continue to select the account
How do I authenticate a PNC employee (i.e. Branch)
Follow normal procedure for Authenticating a PNC employee. if you need to access EDGE during the interaction, select Research/Work in EDGE Authentication
Some mortgage accounts are not displaying the address in for verification in the Knowledge Base Questions ( KBQ)
How can we authenticate?
Authenticate the customer using standard KYC from the Authenticating Clients and Employees P&P
Use the Client Authentication table > Consumer and Business Products > Mortgage
The client’s information is populated in CATCH and the upper left verification displays Verified OTP. What are the next steps we have to take to launch EDGE from CATCH?
Select the customer you are speaking with in the search results in CATCH>From the list of customer accounts> select the account the customer is calling about>After selecting the account and verifying alerts Click the EDGE button on the right hand side f the screen.. When EDGE launches the client should appear as authenticated
How do we authenticate a third party or non-customer?
Third party authentication is not currently available in EDGE. Continue to follow standard procedures for assisting a third party
If you need to access EDGE, select Authenticated outside of EDGE for EDGE Authentication
What authentication options are available in EDGE?
One Time Passcode, Knowledge- Based Questions, Transfer from Partner, Research/work, and Authenticated outside of EDGE.
Once you select the customer, If CATCH OTP appears, are we able to proceed with CATCH OTP to authenticate?
No. Once you select the customer, CATCH OTP will appear, click Cancel to exit. From the list of customer accounts, click Select next to the account. After selecting the account and verifying alerts. On the right hand side, click the EDGE button.
Mortgage accounts are not available in CATCH
• If searching for a customer with a mortgage account number in CATCH, the mortgage account will not display in CATCH.
• If searching for a customer with their SSN and the customer has another relationship with PNC that account will display
• Clients with multiple relationships:
1. Search for the client by SSN
▪ If the client provides the account number, look up the customers SSN in MSP
2. Use the SSN to search for the client in CATCH, this will display the available accounts for the client 3. Continue through EDGE Authentication
If the client’s information is populated and the upper left verification box will display anything other than Verified MFA or Verified OTP. IS the client fully autenticated?
No, additional KYC is required. Once you select the customer, CATCH OTP may appear. If it does appear, Cancel to exit the OTP option in CATCH>Select the account the customer is calling about from the search results in CATCH >After selecting the accounts and verifying alerts> Click the EDGE button on the right hand side in CATCH
In EDGE Authentication, can I only generate OTP to the top number?
Yes, before confirming the phone number with the client, generate OTP to the top number listed.
What option do I select in EDGE when I receive a call from a PNC Employee
For a Warm Transfer: Select Transfer from Partner as Authorization Preference on the customer interaction screen in EDGE
For a Consult: Select Research/Work as the Authorization Preference in EDGE
Is it considered leading when I ask a customer to provide the amount of a transaction after giving the merchants name and date?
No. It is similar to providing a check number, then asking for the amount. Refer to the Leading section of Authenticating Clients and Employees, EDGE KBQs are not considered leading
Mortgage accounts with duplicate account numbers as a checking (DDA) are only displaying the DDA when searching by account number in CATCH or EDGE
1. Search for the client by SSN o If the client provides the account number, look up the clients SSN in MSP
2. Use the SSN to search for the client in CATCH or EDGE, this will display the available accounts for the customer
If the client's information isn't populated in Catch and the verifiacation box in the upper left hand corner displays "Not verified" How do can we get to EDGE from CATCH to autenticate?
Enter the customers Account # or SSN/TIN then search> Once search results appear select the customer you are speaking to>If Catch OTP appears, click Cancel to Exit> From the list of customer accounts>select the account customer is calling about>After selecting the account and verifying the alerts, click the EDGE button on the right hand side of Catch
How do I know if a customer isn't eligible for EDGE Knowledge Base Questions and I should move on to CATCH ADVANCED KYC?
• If the KBQ screen isn't populating correctly or is blank, a client is considered ineligible for KBQs and we can move on to use Advanced KYC
• If the KBQ screen is populating correctly, a client is considered eligible for KBQs and must answer the verification questions.
• If the cliient is unable to or incorrectly answers the KBQs follow your standard procedure for completing Innovis OTP
Once a client is authenticated in EDGE, do I still need to obtain additional authentication to perform High Risk functions (e.g. Demographic changes, real time Pin issuance, etc..)?
No. Once a client has successfully completed EDGE, they have met all authentication requirements, including requests which are considered high risk functions. This also applies to clients who have completed CATCH OTP or were VerifiedMFA or VerifiedOTP
Can I use PNC initiated transactions as KYC if they populate in EDGE Authentication (i.e., fees, refunds, reward redemptions)?
No. You cannot use PNC initiated transactions as verifications. If that is the only information available to verify this would make the client ineligible for KBQS and you should proceed with Advance KYC in CATCH then select Authenticated outside of EDGE for Authentication Preference
In the Knowledge Based Questions, the information is not displaying for the payments KBQ when there is information available.
How can we authenticate?
This would make the client ineligble for Knowledge Base Questions and we should proceed with Advance KYC in Catch
Do we still need to verify accounts for Alerts?
YES! You will still need to verify Spirit for any other type of alerts
If an Auto Loan customer is unable or incorrectly answers the Knowledge Base Questions provided by EDGE Authentication, can I ask them to verify Year, Make and Model as verification to service their Auto Loan?
No. If the client is unable or incorrectly answers the Knowledge Base Questions, follow your standard procedure for completing Innovis OTP
Can i search for a client by name or phone number in EDGE to authenticate them?
No. You should search for a client and their account in CATCH, then clicik the EDGE button in CATCH. If you need to search in EDGE you should continue to do so only using their account number or social security number (SSN). This includes power of attorneys and authorized users
What authentication options are available in EDGE?
One Time Passcode
Knowledge Based Questions
Transfer from Partner
Research/work
Authenticated outside fo EDGE
In the Knowledge Based Questions, the information displaying for some Home Equity and Personal Loans is prompting the Auto Loan KBQ of Year, Make and Model.
How can we authenticate?
This would make the client ineligible for Knowledge Base Questions and we should proceed with Advance KYC in Catch.