PNC Crossword

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Across
  1. 1. this should be completed after KYC on every call to avoid risk
  2. 3. list of skill that a particular role requires you to have
  3. 4. being a brand ambassador for PNC
  4. 5. this model should be used on every call to achieve quality
  5. 13. when a customer is upset about a product service policy or procedure
  6. 15. reward/recognition program
  7. 16. this monitors your availability, breaks, lunches
  8. 17. system used to file complaints, refunds, RTP etc
  9. 18. Feature to help avoid an Overdraft fee with another acct
  10. 19. the first 15 min of your shift
Down
  1. 2. who to contact about questions on a policy/procedure
  2. 6. this is provided to customer by a consultant when enrolling with OLB
  3. 7. talk time, ACW and hold time; how efficient we are
  4. 8. happens twice a month to discuss performance with TL
  5. 9. payment service usually instant but can be 3 days
  6. 10. when there is nothing additional that can be done and customer is upset
  7. 11. this shows your progress MTD results
  8. 12. when further research is needed on an account
  9. 14. customer challenging a transaction/charge