KYC
Call Flow
Spirit Maintenance
100

Is required upon speaking with the customer and cannot be spelled.

What is a first and last name?

100
The "C" in the CARES model stands for?

Connect and/or Clarify. We are engaging to the customer and going beyond the basics of, "I'm happy to assist." We clarify the root cause of why the customer is calling before we service the account or assist the customer.

100

The tab to review debit/credit holds?

What is the Pending Transactions Tab?
200

The required number of KYC for demographic changes

What is 2?

200

The "A" in the CARES model stands for.

Acknowledge. We try to place ourselves in the customer's shoes and we make a statement that addresses how we would feel if we were in their situation.

200

The tab to see all of the customer's accounts including debit cards, DDA accounts, Loans, and CLOC...

What is the relationship tab?

300
Another form of KYC outside of requesting a dollar amount transaction?

What is the last 5 digits of the debit card and the Exp date?

300

The "R" "E" and "S" meaning within the CARES model.

What is resolve, express thanks, and shares the experience. By resolving the customer's concerns, we're taking ownership in the issue. By expressing thanks, we're thanking the customer for choosing PNC has their financial institution and by sharing with the customer, we're providing enriching information and financial well-being about PNC products and services (i.e. Did you know that PNC offers online banking to check balances, block debit cards, order checks and more?)
300

The option to edit a customer's options for receiving PNC communications?

What is the privacy tab.

400

If a customer calls in about servicing their debit card, expectations on this as it related to KYC...

We can not KYC off of the debit card if the customer is calling in about the debit card. We can KYC off of a recent transaction or refer the customer to the branch. If they are out of footprint, we can get them to a supervisor for a Pro ID.

400
The disclosure that is said anytime the call is placed on speaker, a collect caller is calling in, or the customer passes the phone to someone else..

What is the recording disclosure?

400
The button that is used to change a benefit package, remove a return mail code, add an employee code, request a promo not rec'd and more!


Name the tab and the button :)

What is the account info tab and optional services button?

500

Can NOT be used for KYC?

What are fees, $1.00 pending transactions, or transactions that are not within a dollar amount?

500

How to handle a request to confirm debit card verification and DDA account status?

What is, we can verify debit card verifications with a yes or no response. We can not confirm the status of any accounts without the customer being on the line OR we can transfer the caller to our external confirmations department.

500

Name the option in Spirit that allows consultants to service a customer's debit card outside of the relationship tab?

What is EDGE for Debit Card Servicing?
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