DEBIT CARDS
What is my limit for when I run my debit card as credit, I have the performance select checking account?
$10,000
The customer is trying to use their Google Pay and it is set up on their PNC app under their Mobile wallet. The customer just tried to use their Google Pay and it says to call PNC. Should this call be transferred to OLB tier 2?
No - We want to troubleshoot using EDGE knowledge if still unsuccessful get the customer over to the Mobile Pay Dept in catch.
You are KYC’ing a Customer and the transaction amount they gave you is $770. The transaction amount on the account is actually for $788 can we accept this?
We can't accept this transaction because it has to be Verified to the nearest ten dollars. So, we can accept answers between $780 and $790.
Which PNC Accounts offers free stop payments?
Performance Select Checking
VW Performance Select Checking
VW Checking Pro
What is the international number for PNC?
412-803-7711
I’m trying to take $800 out of the atm and my limit is $500 I just want to go to the store and buy something for my friend’s birthday can you raise this for me? What are your steps as a banker?
No we can’t raise ATM limits its only for very urgent emergencies. The customer has the option of doing cash back at a store using their pin pos option, visit a branch for withdraw, write a check etc.
A customer calls in and needs a direct deposit form are you able to assist the customer or do we get them to OLB tier 2?
We can direct the customer to PNC.com under the customer service tab and under account management it will state Quick switch Accounts to PNC.
The customer doesn't have OLSMT their statement cycle ended on Dec 12th. During Verification the customer gave you a Walmart charge that was done on Dec 14th. Am i able to accept this charge to get my customer KYC verified?
Yes we can accept this charge!
What is the age limit for a customer wanting to open a Student Checking Account?
There is none as long as they can provide proof they are in school they would qualify.
A customer calls in to ask for the mailing address to mail a deposit in what is the address?
Customers should send mail deposits to the following address and include a deposit slip.
Miscellaneous Account Services
PNC Bank
P.O. Box 8108
Philadelphia, PA 19101-8108
For FedEx/overnight packages where the customer requires next day credit of their deposit, customers should send their mail deposit to the address below. All regular deposits should be sent through the United States Postal Service (USPS) to the address listed above.
Miscellaneous Account Services
PNC Bank
8800 Tinicum Blvd
Mailstop: F6-F166-02-K
Philadelphia, PA 19153
A customer stated their card is declining when we check declined transactions we see no holds or declines. How do we proceed as a banker?
Reach out to the merchant as PNC has received no transactions to decline.
The customer is enrolling in OLB and it keeps giving them an error when they are creating the Username. The customer informed you they are using the username: Sweet?951. Do we need to get this customer over to OLB Tier 2?
No the customer just needs to take the "?" out of the username.
The following special characters may also be used: @ (the at symbol), _ (underscore), - (hyphen) and . (period).
What is the KYC needed to issue the customer a RTP to register for online banking for a customer with a CD? And how many KYCs are needed? OTP is not available,.
⦁ CD opening date
⦁ CD maturity date
⦁ Original amount of certificate
⦁ TIN (business only)
Which account allows a customer to get free checks and what checks are free? What about other check types for this account?
A customer calls in he is upset that his wife is still on his account and states PNC isn't protecting him. What are our steps as a banker?
We would empathize with the customer, file a closed complaint and go over the ways he can have her removed.
I’m trying to use my card and its declining as the banker you see the card status says Fraud - HF can you remove the hold for the customer and how can we explain the hold to the customer?
No this card was closed because of a fraud dispute the customer would have to get a brand new card.
How can a customer check the status of a wire transfer they did in OLB?
How do we KYC a POA for an account?
We KYC with the account holders info we want to make sure we see the POA listed in spirit before we release any information.
Callers holding a power of attorney
When a caller indicates they hold power of attorney (POA) on an account, access the customer's profile (not the power of attorney's profile) to confirm the account holder’s name, as well as the power of attorney’s name. Check to make sure POA is indicated in either the account title, the Alerts tab or the signature card. This means that paperwork establishing their authority has been received and recorded properly. If the customer is deceased, the POA isn't valid.
How much is reimbursed to a customer in a Virtual Wallet Performance Spend Account for "Other financial institutions ATM Surcharges Fees? " When will the customer get the reimbursement?
Reimbursed up to $5 at the end of the statement period.
WHAT DO YOU DO WHEN YOU SEE AN INTERNATIONAL COLLECT CALL POP UP IN CATCH?
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Accept a collect call (Customer Care Center only)
When you see a CATCH pop-up screen indicating International Collect, accept the call.
Provide the following disclosure: Thank you for calling PNC. Your call may be recorded or monitored for quality assurance and security purposes.
Accept any charges.
Once the customer is connected and before assisting them, provide the following disclosure: Thank you for calling PNC. Your call may be recorded or monitored for quality assurance and security purposes.
Assist the customer as you would normally.
The customer stated he called and closed his debit card about a month ago. He would now like a replacement card to use with his account which option will I use In EDGE?
1) Report Lost or stolen (New Card) 2) Order a New Debit card 3) Reissue Damaged or defective
2) Order a New Debit card
Your customer needs to reset their OLB password and is not able to do so online. You see the customer doesn't have a SSN number on file. How would you assist this customer with the password reset?
We have to mail a password to the customer as all online reset options require a SSN.
Your customer speaks Mandarin so you call the language line to assist with your call. What is the disclosure we MUST read when the 2 calls are first merged together.
Please read the disclosure at a pace that the interpreter can clearly hear it and successfully relay it back to the customer, adding pauses for successful translation.
Which checking account allows the customer to get a standard savings account for free so no min. balance or MSF for a full year?
Foundation Checking
An agent form Medicaid calls in and wants to get some account information for a customer such as the account balances. Are we able to assist them being the customer is not on the line?
We would get them over to the
External Confirmations dept
External Confirmations
216-257-5828