Disputes
It's the second time filing a dispute, who do you call when no provisional credit is issued?
A: Nobody. Provisional credit is never issued on a refile and nobody can override that.
A customer calls in MFA verified and wants to complete an address and phone number change. What must we obtain before completing the change?
What is a trick question. Once MFA verified, the customer is fully verified.
True or False: The following special characters may be used in a PNC User ID for OLB: @ (the at symbol), _ (underscore), - (Hyphen), * (Asterisk) and . (period).
False. Only the following characters can only be used in a PNC User ID: @ (the at symbol), _ (underscore), - (Hyphen), and . (period).
No tellers, no drive-thru’ s only Video Banking Machines (VBM)
What is a Solution Center
“I went to visit a branch by my home today and there are no tellers there! I know I can’t withdraw the $5,000 I need from the ATM because of my debit card limits. I don’t know what to do!”
How would you respond?
"That’s a Solution Center and we offer Video Banking Machines which allows you to speak with bankers and make withdraws just as you would at your traditional branch.”
A customer is calling to inform you that they went to a PNC ATM to withdrawal funds today but the ATM did not dispense the cash.
What is the approximate timeframe the customer will have to wait in order to dispute this transaction?
The customer will not have to wait. We can use the disputes tools for PNC ATM withdrawals that didn't dispense cash option.
Customer calls in IVR Verified and wants to complete an address and phone number change.
What should we obtain before completing the change?
What is 2 Non-cycled transactions or 1 non-cycled transaction and debit card last 5 digits and expiration date.
How would you walk a customer through a OLB reset if the ALK number differs from the customer’s social security number?
What is send a password mailer to the customer.
200: What is our CXI/NPS goal?
What is 8.4 and 60
"That fee is not fair! I am not paying this fee get a manager on the line NOW!”
Name 2 things that you would do following this statement.
- Contact RS for fee escalation.
- File a closed complaint
Warm transfer a customer to RS if they’re disputing how many transactions?
What is 100 OR MORE
-Non-U.S driver's license
-Passport (With photo)
-Employee ID (Known Company w/ photo)
-Student ID (Known School w/ photo)
-Employee Authorization Card
-Veterans Healthcare ID
-Firearms Photo Identification
-Armed Forces ID
-Military ID
-Municipal Identification Card
-Consular Identification
A customer calls in requesting assistance with his OLB password. He answered his security questions wrong and is currently locked out but does not have a debit card to reset with the mobile app.
What options would the customer have to reset his password?
Without a debit card & with security questions being reset this would be the customer's only option.
When verifying transactions from $100 to $999.99, you must verify the transaction to the nearest ______ dollars?
Ex: Transaction amount is 488.72. Acceptable answers are between $480 and $490.
“My account is overdrawn due to my monthly car note coming through twice. I really need this money for other bills can you just remove one of those payments?”
How would we help the customer?
If the customer has a VW account we can assist them with utilizing payment control options through Low Cash Mode.
We can place a stop payment for the customer if they do not have the LCM option.
What three options do customers have for filing a debit card dispute?
Customer Care Center, Branch or through Online Banking by clicking on the Customer Service Tab and selecting Dispute a Transaction
Name 2 options for KYC on a PNC Mortgage.
A: Full account number
Property address
Last four of ssn + full loan #
***DAILY DOUBLE*****
The customer calls in and no information shows in catch except for an ALK number. The customer is locked out of OLB and you would need to type the account info in spirit to assist.
What type of account does this customer have?
Also if OTP is not available how would you KYC that customer?
A: Mortgage:
Loan number plus the last four digits of the SSN or the Date of Birth
Full property address plus last four digits of the SSN or Dater of Birth
Full SSN
Amount of Last Payment
Original Mortgage Amount
For mortgage customers that have converted to the PNC from another financial institution, the previous or current (PNC) loan number is acceptable for KYC.
Name some types of common scams that customers should be aware of?
A:
“I just opened up a high yield savings yesterday and I tried to make a transfer but it’s saying my account is locked and I need to contact PNC?”
What procedure would we go through to remove the hold?
A: We will not remove the hold until the account has been opened for five business days
What are the three dispute types that is not covered under Regulation E and never receive provisional credit.
Product/ Service Cancelled or Product Returned
Product/Service Not Received
Quality of Merchandise
If there is a CATCH outage, how will we KYC a customer who is calling in regarding her debit card transactions being declined?
We can use Spirit to enter their SSN or Account Number and select the customer who we are speaking with and proceed to manual KYC with a recent transaction.
(We CANNOT KYC with debit card)
List three troubleshooting steps that you’d take to complete a OLB Code 18 call with a customer.
- Clear Cache, cookies
- Ask customer if they are using VPN/Firewall 3rd Party Sec Software.
- Verify nothing is being auto filled
-Try using a different device/browser
Consumer deposit accounts can have up to how many owners on all deposit accounts?
Up to 3 account owners
“I’ve been looking online on how to transfer money to my grandson monthly. I see pop money listed here - can you help me arrange a monthly transfer from now until December 2023?"
What available options do we have to offer the customer?
PopMoney is an option that we offer, but only until June of this year. We do have other options available for you such as Zelle, Bill Pay and Self-Service Wires.