CALL FLOW
What is the first step in the Call Flow?
Greeting.
Why is verification required?
To follow legal and security protocols
What are soft skills?
Interpersonal abilities used to communicate, listen, and connect with the customer.
What is a Deposit Account at PNC?
A checking or savings account for daily-use funds
What is the purpose of the Call Flow?
To deliver a structured, complete, high-quality conversation.
When should an OTP be requested?
Before accessing sensitive account information
What hard skill is required to validate a customer’s identity?
Knowledge of the verification process.
Which information is used to authenticate a Deposit Account?
Last 5 digits and expiration date of the debit card
What should you do immediately after greeting the customer?
Listen and acknowledge the customer’s intent
What should the agent say when sending an OTP?
“You will receive a one-time code to confirm your identity.”
Why are soft skills important during a call?
They improve the customer experience and help keep the conversation clear and pleasant.
What information is used to verify a Consumer Installment Loan (Auto Loan)?
Year, Make, and Model of the vehicle
What is the purpose of a DYK?
To help customers resolve things on their own in the future.
Which of the following is a valid verification method at PNC when OTP fails?
Security questions on file
Why should hard skills and soft skills work together?
Technical knowledge must be delivered in a clear, friendly, and effective way.
Which of the following is a Certificate of Deposit (CD)?
Investment with an opening date and maturity date
What is the customer expecting during the Acknowledge step?
Empathy and confirmation you understood the issue
What does it mean when a customer has a Verbal Password on their account?
A specific verbal password must be provided before assistance
How does smiling affect your tone of voice on a call?
It makes your voice sound more friendly, patient, and professional.
Which piece of information is valid for Mortgage verification?
Full property address