RISK
The score that is needed to pass an overall SET evaluation
What is 4.4
This must be obtained at the beginning of the call and before we can service the account
What is the customer's First and Last name and a recent transaction or the last 5 digits of the debit card and expiration date?
What is contact your supervisor?
This must be filled out prior to escalating within a TL escalation chat...
What is the supervisor template?
What is , "Service Request"
Can we give out the 16-digit debit card number or the last 4 of the debit card?
What is, "No!"
What is, "Yes!"
What is 6 occasional absence days? Note: The occasional absence days do not excuse an attendance, it only pays you for being absent. Attendance is a rolling calendar so if you're absent on 2/9/19, that absence does not go away until 2/9/20. If a counseling is given, the warning will remain in affect for up to 6 months.
What is EDGE?
A best practice to do when you initially open EDGE for Debit Card Servicing is to click on..
What is "View All"
This helps to show all debit card accounts so we can confirm which card the customer is calling about.
Can we perform a debit card verification without the customer on the line?
What is, "Yes!"
If we were to ask the caller to KYC the Walmart transaction in the account. This is known as...
What is, "Leading?"
The number of absences you can have before you are given a coaching counseling
What is 5?
This should be done in EDGE and in SPIRIT after the case is closed (service is completed).
What is adding case comments and then copying those comments over to SPIRIT notes.
Can we confirm an open and active checking account with Social Security Numbers and Checking Account Numbers? Do we have a department for this, if so--what is it?
If the customer does not subscribe to online banking, doesn't have a debit card, is within foot print, what is the other alternative before we refer to the branch?
What is verifying a cycled transaction that is within 3 business days from the last statement date? If the last statement date was on 2/7/19, we can confirm a cycled transaction that is within 3 business days of 2/7/19 with the first business day counting on 2/7/19.
The number of left early/tardy instances that you can have before you are given a coaching and/or verbal warning...
What is 6-7?
When should we contact REG for file an Escalated complaint?
What is, ONLY in instances of fraud, high risk complaints (such as the customer is threatening legal action or social media) or if a supervisor advises you to call REG.
95% of filed complaints are opened and closed. They should not be escalated unless it meets the criteria above.
These steps are taken to view debit card details in order to properly KYC a customer using the debit card...
What is clicking on the FA number that is associated with the debit card, then clicking on "reveal" to see the entire debit card number, then reviewing the card profile to see the expiration date.
This must be said anytime the caller places the call on a speaker phone, is on a queue callback, hands the phone to someone else, or the caller is a collect call.
What is, " The call recording disclosure?"
What is a supervisor, One Time Passcode Authentication and a Pro ID?
This can be used in lieu of an absence...
What is VACJIT (Just in Time Vacation), a personal day, exchanged shifts, VTO (when applicable), and scheduled vacation time?
What is:
PNC CCC CONSUMER SERVICE VIRTUAL 14 TL
Other Lists:
PNC CCC CONSUMER SERVICE VIRTUAL 15 TL
PNC CCC CONSUMER SERVICE VIRTUAL 13 TL
PNC CCC CONSUMER SERVICE VIRTUAL 11 TL
We should wait up to 2-3 minutes before going to the next TL Chat for an escalation. All TL chats are for escalations only, not questions. Please mention that no assistance was available when reaching out to other groups outside of V14 so that they know that you tried to reach out to your initial group first.
This can be used to "Follow" an account to see if there were any changes made after you serviced the account
What is " Clicking the plus sign that appears with the word "follow". To unfollow, you would go back to that customer, open the debit card and click the unfollow option in the top right hand corner.