Jeopardy

Complaint Categorization

Policy and Procedure

KPIs

Risk

FWB

100

What would be the customer journey AND step of the journey for a this customer complaint, "This is so dumb that I don't have access to my money that I deposited, when will my money from this check be available?"

Customer Journey: Depositing to an Account (Money-In)
Step of the Journey: Funds availability Policy

100

Client calls in because their joint holder has passed. What criss case can we submit for our client?

CE05 CRISS case

100

What are the 6 Key Performance Indicators?

AHT, CXI, NPS, Schedule Adherence, Quality, and Transfers

100

Client calls in to report their card lost. in the conversation they state that their wallet is missing. what is the expectation of us?

Place an alert/ status card/ we must probe to determine if the client lost any additional KYC,

100

Client called in about getting balance. Give 3 FWB that we could provide the client

IVR, OLB, Mobile banking, text banking, alerts, ATM

200

What would be the customer journey AND step of the journey for a this customer complaint, "Why do i have to provide you all this information, i already provided it to the IVR, you have my information. This is too much, i can't even."

Customer Journey: Getting Account Information

Step of Journey: Identity Verification (KYC)

200

Client calls in because they get an error message when attempting to do an external transfer. What are our next steps?

Error Code:SS25

Advise that we're aware of this issue.

There's a work around for this issue.
Warm transfer the customer to the Tier 3 Online Banking Escalations group for further assistance.

200

Quality uses the CARES. What does CARES stand for?

C-Connect
A-Acknowledge
R-Resolve
E-Express Thanks
S-Share

200

Client wants a new debit card and does not want us to close the active one. What are our next steps?

probe to determine the need for a secondary card, MUST OBTAIN TL APPROVAL to order, offer branch with valid photo ID

200

client calls in to dispute a transaction. transaction is pending. What 2 FWB can we provide

Alerts, dispute in OLB under customer service tab, branch/ICI locator, reporting a card lost/stolen in app/website

300

What would be the customer journey AND step of the journey for a this customer complaint, "I don't think my refund should have been denied, i have been a customer since before you were born and i don't agree with this fee. Why does my bank not have my back?"

Customer Journey: Fees

Step of the Journey: Refund Denied

300

A VW client is overdrawn. How long until an OD fee is assessed?

If an account becomes overdrawn on a business day, the client has until 10 p.m. eastern time on the next business day to bring their available balance to at least $0 to avoid an Overdraft Item Fee.
If an account becomes overdrawn after 10 p.m. ET on a Friday or on a non-business day, the client has until 10 p.m. ET on the second business day after the account is overdrawn to bring their available balance to at least $0 to avoid an Overdraft Item Fee.

300

Why is important to the client to follow WFO and meet Schedule Adherence?

maintaining service levels for business needs

(being avail for the client during our scheduled time)

300

You give your greeting and ask the client to provide their first and last name. first name and last name spelt out is provided. what are our next steps?

have the client pronounce first and last name

300

Client calls in to because they are locked out of OLB, What 2 FWB can we provide?

two step verification for self service password reset, chat services available for online assistance until 12AM ET, IVR to clear lockouts

400

What would be the customer journey AND step of the journey for a this customer complaint, "What does someone who works 9-5 suppose to do, how am i suppose to get to my bank when you do not accommodate working people. "

Customer Journey: PNC Property/Facilities

Step of Journey: Hours of Operation

400

A client calls into because they no longer want to enter their password but want to use their Biometrics. What steps do we provide our client to resolve the issue?

Sign in to the PNC Mobile Banking app using their PNC Online Banking user ID and password
Tap the menu icon (three lines), then tap Control Hub.
Choose:
- Tap Sign-in & Biometrics to make changes to their sign-on method, user ID, password or security questions. If clients change their user ID/password and use a mobile device with user ID/password storage features, the changes won’t automatically update on their device storage.
  - Some clients have been migrated to WBA, which creates a newer experience in the Mobile Banking app, where security questions have been phased out. These clients won’t have the option to change their security questions.

400

Why is meeting our AHT important for our clients?

Effective use of customer's time

400

there is a verbal password on the account. Client provides incorrect verbal password. What verbiage are we to use and what is our next step.

"that information did not allow me access"

RS can have the verbal password removed/edited OR direct to branch

400

Client calls in because they have overdrawn. What 2 FWB can we offer?

OLB bill pay to have more control over payments

Virtual Wallet tools- danger days, money bar, ect

LCM, text banking, alerts

Opt in/Opt out for OD coverage

500

What would be the customer journey AND step of the journey for a this customer complaint, "You are closing my branch, i now have to drive 30 min to do my business. PNC is making it inconvenient"

Customer Journey: PNC Corporate Business Decisions

Step of Journey: Permanent Branch Closures

500

What are the 6 expectations that we set with the client when we are placing them on hold and resuming the call?

Make sure you fully understand the client's question or concern before placing them on hold.
Explain to the client why you're placing them on hold and make sure they have no additional questions.
Let the client know the estimated hold time, if it's available, to set appropriate expectations.
- If you're placing the client on hold to perform research, provide them an estimated hold time to set appropriate expectations. If you're placing them on hold to call an internal service partner, you don't need to provide an estimated hold time.
Ask the client for permission to place their call on hold. Don't assume a hold is okay.
- If the client doesn’t want to be placed on hold, you can suggest that they use Online Banking, if applicable. Branch and Retail Support Research employees can also offer to call the client back.
If you provided the client an estimated hold time, check back with the client after the estimated hold time has passed. If you need more time, ask the client if they can continue holding.
- If you were speaking with another department and the hold was longer than the estimate you provided, acknowledge the client's wait and apologize for not meeting the original hold expectations.
When you resume the call, thank the client for their patience. Don’t apologize for simply placing the client on hold; thanking them instead will positively position the hold.

500

Why are NPS and CXI important to our client?

Surveys allow our clients to provide feedback that PNC can review what we need to improve on and how we are providing a world class experience

500

We are resetting the clients debit card, the client answered NO to the first transaction. What are our next steps?

we still need to have the client verify each transaction to proceed with our next steps.

Because the client couldn't verify one or more transactions on their card, there may be potential fraud on the card and you should report the card lost/stolen.
If there are any card transactions that are eligible for a dispute and the client wants to submit dispute, follow the Disputing or Researching a Transaction Using the Disputes Tool procedure.

500

Client wants to close account, we are not able to retain the business. What FWB can we provide?

statements in OLB/mobile app. will lose access after account closed