Digital
Digital Servicing supports customers through Message PNC and this additional communication channel.
What is Social Media?
This is the minimum average eligible balance needed to qualify for the Silver Tier.
What is $25,000?
Name one major goal of the mobile redesign.
What is improved usability, consistency with online banking, personalization, or easier navigation?
A customer who pays off an auto loan and needs a new lien release can be directed to this website.
What is VehicleTitleMyWay.com?
A customer attempts to add another person to their credit card through Online Banking. The agent explains that this maintenance request must be completed through assisted servicing instead.
What is adding an Authorized User to a credit card account?
Digital agents can have up to this many client entity tabs open in EDGE at one time.
What is 6 tabs?
There are this many Select Tiers in the TotalRewards program.
What are three tiers: Silver, Gold, and Platinum?
A business banking customer who is an authorized signer receives a "Service Unavailable" message when attempting to access transaction history. The appropriate troubleshooting step is to direct them to this online resource.
What is Statement History in Online Banking?
When a customer asks how many days they have before an auto loan payment is considered late, consultants should use this system to locate the loan's grace period.
What is LIS (Loan Information System)?
Delegates and authorized signers cannot use this business banking channel.
What is the Mobile App/Mobile Banking experience?
A digital consultant is going home for the day and has an inactive conversation. According to procedure, they should send predefined content from this category before ending the interaction.
What is Closing Comment / Goodbye?
Besides checking and savings, this line of business can help clients build their eligible balance for higher tiers.
What is PNC Wealth Management?
A customer reports the PNC Mobile App is freezing, timing out, or crashing during sign-on. Before escalating, the agent should verify the customer is using the PNC Mobile App and confirm they have done this.
What is installing the latest version of the PNC Mobile App?
Before discussing a HELOC customer's rate, balance, or payment details, agents should verify the information on this EDGE page.
What is the HELOC Account Snapshot in EDGE?
A customer made a payment this morning and wants their late fee refunded immediately. The consultant should explain that this must happen first before a refund request can be considered.
What is the payment must post to the credit card account?
A conversation was inactive, but the customer returns and sends another message before the interaction is closed. The agent should take this action.
What is pick up the conversation where it left off and continue assisting the customer?
A TotalRewards member's balances have grown significantly, and they now qualify for Platinum benefits. They do not need to re-enroll to receive this change. This process is called what?
What is an automatic Select Tier upgrade?
A customer needs a statement from last year for tax purposes. Instead of scrolling through every statement, the customer should use this feature to find it faster.
What is filtering statements in Online Banking?
A customer accidentally had a payment applied as principal only and now wants it applied as a regular payment instead. An agent would submit this servicing request in EDGE.
What is a Payment Reapplication?
A business client cannot enroll in this service even though they are a Controlling Party. After troubleshooting, the agent should review procedures related to this digital banking capability.
What are External Transfers Through Online Banking?
A customer asks complex questions about escrow through Message PNC. The agent should explain that these conversations are often better handled through this type of interaction.
What is a phone call with a mortgage specialist?
A customer qualifies for a TotalRewards Select Tier but says they are not seeing their rewards or benefits. Before escalating, the agent should explain that benefits may not appear immediately because activation can take up to this long after enrollment.
What is up to five business days for benefit activation?
A customer reports that the website and mobile app are both not functioning as expected. Before creating a case, the consultant should determine if the issue occurs across both channels or only one. This helps identify whether the issue is channel-specific or broader.
What is isolating whether the problem affects web, app, or both?
When a customer needs a new lien release sent because the original was mailed to the wrong address, consultants should submit the request through this SharePoint-based system.
What is SBP?
A contractor wants to electronically pay vendors, manage cash flow, and protect against fraudulent ACH activity. These needs would most likely lead a consultant to discuss this business solution area.
What is Treasury Management?