Policy&Procedure
If a customer does not like your answer. This is the next step.
What is Escalated complaint
I was able to self resolve by restarting the big three.
What is NOT
Its my money and i want it now (no urgency)
a. closed complaint
b. escalated complaint
c. core escalations
what is closed complaint (a)
Provide a value statement ?
What is thanks for being best part of pnc, thanks for banking with pnc, thanks for allowing us to help you today,
When it comes ACH what is generally the FIRST question we should ask ?
Because these transactions are generally pre authorized payments set up by our customer utilizing routing and account number...
what is "have you reached out to the merchant"
Customer expresses dissatisfaction with policy, procedure, ect. This is your next move.
What is file a complaint
This department should be your first reach out if you are able to get online and if a problem persist.
What is Triage
A customer request supervisor
a. escalated complaint
b. retail support
c. Core escalations
What is escalated complaint
What is proper hold time for a customer
What is 2 to 3 minutes
A customer is not familiar with the nomenclature of a ACH call. What can we do to help research this transaction?
What is call ACH department for name and originator info.
a customer expresses urgency, in the hospital, medical, danger of being evicted..this departments is your next call ?
What is Retail Support Real Time Assistance
I was able to get problem corrected with triage i do not need to send darius a tech ticket. T or F
What is F ,
ALL tech issues causing us to be off the phone need to be documented so that it does not go against our SA.
A customer refuses a call back (no urgency)
a. tell the customer too bad
b. Core escalations
c. Retail support real time assitance
What is Core escalations
Can we help a customer with a fraud debit card hold?
What is Yes. WE can remove the fraud hold but there is no guarantee it wont post, customer still must monitor account, and call us back or file dispute online if transaction ends up posting to account.
True or false
A customer can receive provisional credit for ACH transactions.
What is False
Provisional credit is a service on debit cards, generally for fraud only.
If a client can not verify with you or OTP. This would be customers options.
What is Branch or Channell Support
Help desk told me that they would email my manager and correct the time. I do not need to send in tech ticket. T or F
What FALSE
ALL tech issues over 10 minutes need to be accounted for . how we account for those times and prevent them from affecting our SA is through a TECH TICKET.
A customer needs her fee refunded. Refuses call back
1. Core escalations
2. Retail support real time
3. Call Darius
What is Retail support real time assitance.
if you need to leave work early what are the two steps you should take?
What is tell darius & send absence email
What is 10 business days.
Who can remove a hold.
What is the person or department who placed the hold.
I am waiting on help desk to reach back out. I do not need to be at work while waiting. T or F
What is FALSE. IF you are able to be online we have things to keep us busy as we await help desk. We would still follow breaks and lunches. WE have ilearn, trainings, call listening's, ect to help
My timesheet can be less than 40 hours ?
t or f
What is False.
ALL timesheets must be no less than 40 hours accounted for
This Branch of Congress rejected The National Juneteenth Observance Foundation legislation to have June 19th designated as Juneteenth Independence Day
What is the Senate?
A customer has a ACH that they do not recognize, they called the merchant, we looked into google, what are TWO steps we can take to assist our customer.
What is 1. File a dispute 2. Place stop payment