Fee Inquires/Overdraft
The system we use to process fee refunds
EDGE- Sales and Service
True or false. For a joint account, both signers are able to perform maintenance, obtain account information, and withdraw funds.
True
When to we submit a dispute using EDGE/Disputes Tool
Submit a dispute any time a customer notifies us of an error or that unauthorized activity has occurred on their account.
Reminder: Don't deny a customer's request to dispute a transaction, regardless of the date of the transaction or because you think it will be denied. Your responsibility is to submit a dispute, not to apply a decision. It is considered a risk violation if you deny a customer's right to file/refile a dispute.
True or false. Customers login information will be different on the PNC mobile app and Online Banking.
False. Login credentials are the same.
True or false. We can use a customer's debit card number to access the account.
False. Using a customer's debit card number to access the account is considered a risk violation.
Financial well-being for overdraft fees
- Opt In/Opt Out for Overdraft Coverage
- Overdraft Protection
- Setting up alerts for balance threshold, etc.
- Low Cash Mode
A customer states that their wallet that contained their debit card and ID was lost/stolen. What is something that we should do?
We should place a Careful KYC/ID stolen alert on the account.
Warm transfer your customer to Retail Support if they're disputing how many transactions?
100 or more.
Remember: Don't transfer them to Retail Support if they're disputing less than 100 transactions.
Customers need these three items to enroll in Online Banking.
- Account Number
- User ID (SSN/TIN, ALK)
-PIN or One Time Passcode
If there is a CATCH outage, how will we KYC the customer?
We will use Spirit to enter their SSN or Account Number, select the customer that we are speaking with, and proceed with manual KYC.
Remember: If they are calling in regarding any debit card maintenance, we cannot accept debit card information for KYC.
(e.g. When removing a fraudulent debit card hold, we can't accept debit card authentication. The card must be closed prior to removing the hold.)
True or false. The minimum transfer amount from a line of credit or credit card for Overdraft Protection is $50, and the amount transferred will be rounded up to the net whole dollar amount.
True. However, there is no minimum transfer amount from a deposit account. When transferred from a deposit account, the exact amount of the overdraft is transferred.
True. Joint owners can't change, delete, or view another account owner's alerts.
The three options 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 within the Account Management section
The tool we use to view customer's Online Banking the way that they see it.
Online Banking Emulation Tool
What will you say to a customer if the social or account number they provide doesn't bring up any accounts?
You will say, "That information didn't allow me access." Then ask for another piece of information (e.g. if they provide an SSN, ask for the account number instead). NEVER tell the customer there aren't any accounts in the system with that information.
The three refund request decisions
A full refund, a partial refund, or a denial of the refund request
Consumer deposit accounts can have up to how many owners on all deposit accounts.
3
True or false. If a mistake was made on a submitted dispute, we can cancel the dispute and file another dispute for the customer.
False. If a mistake was made on a submitted dispute, don't cancel/rescind the dispute to correct the error. Submit a new dispute and include comments explaining the error in the original dispute. Only a customer can request to cancel/rescind a claim.
If a customer is using their debit card pin to enroll in Online Banking, what could be causing their pin not to work?
PIN Y.
A PIN Y removal is a good alternative when a customer wants to enroll in Online Banking and knows their debit card PIN, but a PIN letter was ordered previously or an Online Access Pin was created.
Can you accept a transaction for KYC verification if it is showing as $1* under the pending transactions in Spirit?
No. The asterisk indicates the amount will change.
Provide examples on when an overdraft fee will not be processed as a courtesy refund.
Encoding error: The amount on the customer's check or deposit ticket is different than what was encoded by PNC Bank (e.g., a $100 check is encoded as $10 by PNC Bank).
Incorrect merchant hold: A verifiable merchant hold error causes a customer’s account to be overdrawn, including holds for unauthorized pending transactions, unauthorized transactions that posted and were reversed (or are in the process of being reversed) or unauthorized transactions that posted and were subsequently credited. Don’t use if you can’t verify the merchant error. Include merchant name and date of the hold in the comments.
Od prot estab incorrectly: An employee created a CRISS request to set up overdraft protection and selected the incorrect account.
Pending Reg E dispute: The fee is a direct result of the customer’s dispute and the fee wasn’t refunded as part of the dispute.
Work not sent/processed: There’s a delay in processing a deposit.
Mary Jones.
Remember: At no time can the minor withdraw and no balance information should be given to the minor.
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
Remember: We do not escalate a request for provisional credit for these dispute types.
True or false. Customers with a foreign address can enroll and use Online Banking, but they can't use Online Banking external transfers.
True. Customers with a foreign address can enroll and use Online Banking, but they can't:
-Pay bills online
-Change a domestic address to their foreign address
-Use Online Banking external transfers
-Use Popmoney
-Use Zelle
When verifying transactions from $100 to $999.99, you must verify the transaction to the nearest ______ dollars.
Verify to the nearest ten dollars.
Example: Transaction amount is $488.72. Acceptable answers are between $480 and $490.