Balance Inquiries
The system that allows customers to call in and check their balance / transaction history.
What is the IVR system
The name(s) for a customer's email & phone number that is enrolled in Zelle.
What is a token
The platform that customers can access / set up Bill Pay through.
What is.. Online Banking
The system we use to access external transfers.
What is.. CashEdge / Compass
The percentage we need to meet (individually & as a team) in order to meet schedule adherence.
What is.. 94%
The number a customer texts when they ask for their balance.
What is 762-265
The timeframe for a standard ACH Zelle payment.
What is 1-3 business days
The status a Bill Pay transaction has to be, in order for a customer to be able to cancel the payment.
What is.. pending
The system we use to submit a Criss Case.
What is.. HOST / Emulator
The platform we use to view our individual scorecards.
What is.. tableau.
When would a new check deposit to a customer's account if they were to deposit the check on Sunday? (Extra points if you say the day it would post)
2 business days / Wednesday
The process a consultant has to complete in order to unlock a customer's Zelle.
What is a red flag review
The phone number for the company we have to refer the customer to when their Bill Pay account is frozen.
What is.. 1-800-848-1337
The process we have to go through in order to remove a password mailer.
What is.. MIRA / MUPI / Remove PIN Y
The department we have to contact in order to obtain an accommodation / FMLA / leave of absence, etc.
What is.. ERIC (HR)
The abbreviation a customer texts that will give them a list of options for text banking.
What is "CMD"
The maximum we can raise a customer's Zelle limits to.
What is... There is a calendar monthly request limit of $20,000, and a single request limit of $5,000. Therefore, a client can request up to $20,000 in one day, as long as each request is $5,000 or less. These limits apply to all clients. We do not offer it outright, and TLs are the only ones who can place that request.
The criss case we have to file for a Bill Pay dispute.
What is.. WE08
The process we have to go through in order to remove a Pending Review status on a customer's Zelle.
What is.. we don't. We warm transfer / cold transfer after 2 minutes with notes to Zelle Fraud Tier 2
The amount of time a consultant has to submit a tech adjustment.
The breakdown of the float amount by day for an uncollected check deposit is displayed in the _______ section.
What is Availability Detail section
The amount of Zelle payments that a customer has to receive in order to obtain a tax form (1099)
What is.. Zelle does not report funds to the IRS.
The amount of days prior to the scheduled pay date that PNC sends a draft check out, to ensure the Bill Pay guarantee.
6 calendar days
Name 3 of the dates in which customer were affected by the mass lockout(s) for Online Banking.
What is.. Nov 11, '17 / Dec 18, '17 / Jan 23, '18 / Feb 17, '18 / Feb 12, '18 / Sept 5, '18
The steps we have to take to pull up a customer's account in Edge after they are no longer on the line.
What is.. Edge Console > Customer Search > Entities.