Account Info / Maintenance
Can you perform fraudulent / illegal activity using a client's account?
No.
Clarissa calls in for her balance and you try to get her verified with OTP. She gives you the wrong passcode and instead of going to KBQ, you proceed with the call. Is there any risk present on this call?
Yes.
True or false: We have to read disclosures verbatim to the customer as they appear.
True. We must read the disclosure word-for-word. We cannot divert from the script.
Allison starts getting upset and yelling at you so you tell her to "calm down before you show up at her address" (you see it on file). Is there a risk involved on this call?
Yes. Absolutely. Please don't threaten / cuss out the customer.
A joint owner calls in to remove the Easy Lock on their partner's debit card. Is it okay to proceed with this maintenance request?
No. We can only close / order new cards for a joint owner. Any other maintenance requires the owner of that debit card to be present on the line / give us permission.
Lisa calls in and you are trying to verify her. Upon asking her for her account number / SSN to start with, Lisa says she doesn't want to give that out, but has her full debit card number instead. We accept the debit card number and authenticate her. Is there any risk involved on this call?
Yes. We cannot accept the wrong form of authentication, nor can we accept the full debit card number as an initial source of verification.
True or False: you are attempting a cell phone number change on Edge for Mike's new phone number. After letting Mike know (per the disclosure) that PNC / its' affiliates may send SMS/text messages pursuant to their service, and asking if he accepts this prior to changing the phone number, he says "I don't want any of that, I just want to update the phone number." and you hit "Accept" and change the number. Is there a risk on this call?
Yes, because Mike did not approve of what the disclosure entailed, therefore we cannot proceed with the phone number change.
Carl called in regards to an OD fee that he received. You try to run the refund as "courtesy," and it was denied. Carl gets upset and says "I've been a PNC customer for 7 years, this is unacceptable." So to provide first call resolution, you decide to run the refund tool as "bank error." Is there a risk involved on this call?
Yes. This would be considered refund tool manipulation and would result as a 0 for risk.
Paul calls in and says he's the beneficiary on a Virtual Wallet Spend account. Paul wants to transfer funds between the savings & the checking account and you proceed with the call as normal. Was there a risk on this call?
Yes. We cannot perform maintenance / provide information to the customer if they state that they are a beneficiary.
True or False: A PNC employee calls in and their full name & login ID appear on the Call Queue through Edge. We can proceed with the call as if they are fully authenticated.
True: As long as they're able to verify their first and last name, we can proceed with the call.
Tom's account is being closed due to several attempts to deposit fraudulent checks. You see the reasoning behind why we're closing Tom's account in the pending transaction box and we tell them why we're closing the relationship. Is there any risk involved on this call?
Yes. If PNC is closing the relationship, we must provide the Positive Balance Account Closure (PBAC) statement to them, and not divert from the script. If the customer has further questions, we can direct them to Deposit Account Furnishing / provide them the number / transfer.
Cathy changed her address yesterday and is in desperate need of checks. She starts crying on the phone and, feeling bad for her, you expedited the check order to the new address. Is there any risk on this call?
Yes. We cannot expedite a check order / debit cards / credit cards to a new address until the 3 business day timeframe has passed, or if we get manager approval.
Michael from the Nashville branch calls in (fully verified on Edge) asking to unlock a customer's Zelle account. The customer stepped outside for a phone call, but Michael insists that you unlock the customer's Zelle and proceeds to provide you the customer's SSN. Can we proceed with the call and would this be considered a risk?
No, we cannot proceed with the call unless 1) the customer is present, 2) we verbally speak with the customer / verify them, and 3) get their permission that it's okay to speak with the branch rep on behalf of their account. And yes, this would be considered a risk. We cannot perform maintenance on a customer's account unless the aforementioned have been performed.
Marie calls in and does not have the option to verify OTP. You move on to KBQ questions and ask for the Costco transaction that happened on 10/23. Marie says she doesn't remember that amount but she made a payment to Spectrum for $50. You accept this amount and proceed with the call. Is there any risk present on this call?
Yes. We cannot let the customer lead us in the verification process.
If a customer states that they are placing you on speaker, what must we tell the customer in order to avoid risk on this call?
"I do need to advise we are on a recorded line."
True or False: you just got off of a 40 minute troubleshooting call--you had to file a complaint in ACW, but you take a few extra minutes off the phones after you file the complaint. Is there any risk involved?
Yes. This could be considered work avoidance and would result in a 0 for risk.
Lydia called in regards to a dispute she filed, which was denied. She wanted to refile the dispute, but we advised Lydia that it's a possibility that the dispute will be denied again, and that there would be no point in re-filing it. Lydia insists, and we stand firm with our original explanation, in which she disconnects the call. Is there any risk involved on this call?
Yes. Failure or denial to file / re-file a dispute is a Reg-E Violation.
A PNC employee calls in and you have to verify them. Do you ask for the Cost Center number or the Mail Stop number?
Both. We can accept both the Cost Center Number & the Mail Stop.
Nadine calls in to place a stop payment on her loan company. The stop payment disclosure appears and, although we read a majority of the disclosure in full, we paraphrased the last sentence to account for AHT. Is there any risk present on this call?
No. We can paraphrase certain sentences on the disclosure as long as the main points are discussed with the customer.
Jasmin calls in and is fully verified on Edge. When you pull up Interaction Details, it states "Unauthenticated" at the top in red. However, Jasmin is fully verified on Edge, so you proceed with the call. Is there a risk involved?
Yes. This would be considered a risk, and we must start verification from the beginning by asking Jasmin for their account number / SSN.