Debit Cards
Online Banking
What's My Name
Complaints
LCM
100
Sally Burns calls in to get the balance on her account. You ask her for the last 5 digits and expiration date and she responds with the last five digits are 4897 and the expiration date is 10/23. You provide the balance info to Sally and close the call. Is this a risk violation?
Yes because Sally only provided the last 4 digits and expiration date. PNC requires the last 5 digits and expiration date for KYC.
100
Janet Jacks calls in IVR because she is trying to get enrolled in online banking. She asks you for the checking account number so you review the account and there are no red flags. You proceed to provide the account number. Would this be a risk violation?
No this is not a risk violation since the customer is IVR and no red flags. However you would want to educate the customer first on ways to obtain account number before providing it.
100
Title 1: John Smith
John Smith calls in and asks if you can provide him with his online banking User ID because he forgot it. You say sure and provide him with the User ID. Would this be a risk violation?
Yes failure to KYC.
100
Where can I check to see if the customer will be eligible for LCM, must share your screen
In Edge-Alert-products
200
Can you order a brand new debit card for a joint account holder?
No we must speak with the account holder since a new pin number will be generated.
200
Leo Dell calls in IVR verified and needs assistance because his password is not working when he tries to sign onto online banking. You proceed to ask the customer to reset the password. Leo asks if you can provide him with the last 4 digits of the social. You perform a red flag review and there are no red flags then provide the last 4 digits of the social. Would this be a risk violation?
Yes this is a risk violation because you are not permitted to release any part of the social security number. If a customer has verbally provided us with their SSN you may confirm and read the SSN back.
200
Title 1: John Smith
Title 2: Mary Jones REP PAYEE
Mary Jones calls in because she needs to orders checks for the checking account. You kyc with a recent transaction and proceed to order checks. Would this be a risk violation?
No Mary Jones is the rep payee and is authorized to perform maintenance.
200
Customer calls in and says they love PNC, but the IVR system could use a tune-up haha, I put all my information in correctly and it didn’t recognize. It all good though I’m not complaining.
Yes
200
How will customer know that LCM is available to them (how will the customer know from there mobile account)
- Customers will know LCM is available when they see Introducing Low Cash Mode as a To Do item above their account summary in the PNC Mobile App.
300
Billy Joe who is IVR verified calls in because he wants you to provide his old debit card number that was closed due to fraud. Itunes is trying to issue a credit back to his debit card. Since he is IVR verified you provide the full debit card number since it's closed. Would this be a risk violation?
Yes you are not permitted to disclose the full debit card number, credit card number, line of credit number regardless of card status.
300
Tammy Roman calls in IVR verified because she is experiencing issues with Zelle. You review the Zelle Portal and notice that she is locked out. In order to unlock her you ask Tammy for 1 recent transaction and she provides this to you. After that you unlock zelle. Would this be a risk violation?
Yes this is a risk violation because you are required to obtain 2 KYC to perform a zelle unlock.
300
Sarah calls in IVR verified to get information about why her account is overdrawn. You proceed to tell her all of the transactions that posted and caused the account to overdraft. You have a great money management conversation and now Sarah will sign up for alerts. Would this be a risk violation?
Yes, we never obtained the customers last name.
300
Customer calls in and says that they called in a few time before for this same issue for a dispute . Can you help me resolve it .
Yes
300
Walk me through the steps to turn low cash mode off
Turn off Low Cash Mode email alerts in PNC Mobile app
The customer follows these steps to turn off Low Cash Mode email alerts in the PNC Mobile app.
- Open and sign in to the PNC Mobile app.
- Tap the menu icon
in the top left corner.
- Select the Low Cash Mode tile.
- Select the correct account, if prompted.
- Select Email and Text Alerts under the Alerts and Notifications Delivery tile.
- Select the Email tab.
- Uncheck the Low Cash Mode Status box and click Save.
- https://pnc.force.com/s/procedureDetailPage?name=low-cash-mode-resource-page#Attachments
400
Debbie Downs calls in not verified and asks you why her debit card is being declined. You look at the debit card and explain to her that the card has a warm 3 status. Would this be a risk violation?
Yes you did not obtain a recent transaction for KYC before providing debit card info.
400
Title 1: John Smith
Title 2: Mary Jones
Jessica Jones calls in IVR because her mother Mary Jones is not able to speak due to having a stroke. Jessica just asks you to confirm if a deposit was made for 500 dollars. You provide the info to Jessica and hopes her mom gets well soon. Would this be a risk violation?
Yes this is a risk violation you can only speak with John Smith or Mary Jones. You must kyc Mary Jones and get permission to speak with Jessica before providing account information.
400
Customer call in screaming that the app is not updating the correct available balance on the weekend and I cannot plan around that
Yes
400
Candace lives is Chicago and did a transaction for 900.00 at 9:30pm. She want to know when her extra time starts and ends
Your Extra Time clock starts as soon as your available balance becomes negative.
Your Extra Time ends when you bring your available balance to at least $0 or when your Extra Time expires.
With Extra Time, if your account becomes overdrawn on a business day, you will have until 10 p.m. Eastern Time on the next business day to bring your available balance to at least $0 to avoid an overdraft item fee.
If a transaction occurs on a Friday after 10 p.m. Eastern Time, it will count towards Monday’s activity, meaning your Extra Time will end Tuesday at 10 p.m. Eastern Time
500
Title 1: John Smith
Title 2: Mary Smith POD
Title 3: Bob Jones
Mary Smith calls in IVR verified and asks if she can have the balance on her checking account. Can you provide her with the balance?
Yes you can Mary Smith is an account holder. Bob Jones is the beneficiary.
500
How do you stop the alerts in Edge for the customer
- Access the customer’s Entity screen in EDGE.
- Click Service Request on the right side of the screen.
- Select Alerts & Preferences in the Service Area field.
- Select Configure Low Cash Mode in the Service Action field.
- Click Create.
- Click Edit Preferences next to the account your customer wants to edit.
- Edit the Balance Threshold, LCM Alert Delivery Preferences and Extra Time preferences per the customer’s request.
- You can’t change a customer’s phone number or email address on this screen. If a customer wants to change their phone number or email address, refer to Changing the Customer Address, Phone, Date of Birth and Email for instructions.
- Extra Time alerts are based on the 10 p.m. ET funding cutoff. See Consumer Funds Availability Policy or Low Cash Mode Terms in the Attachments section below for more information.
- If changing the frequency of Low Cash Mode alerts, select $0 as the Balance Threshold or select a custom amount.
- If a customer wants to cancel all Low Cash Mode alerts, uncheck the boxes under Email and Text.
- When choosing Text, remind your customer that text and data rates may apply.
- Click Save.
- When you return to the Low Cash Mode Preferences screen, the Edit Preferences button changes to a blue pencil icon next to the account you edited. If your customer wants to edit preferences on another account with Low Cash Mode, click Edit Preferences next to the account and repeat steps 7-8.
- Click Review.
- Review the preferences to ensure you updated them correctly. If you need to correct any preferences, click Back to edit them.
- Click Submit.