Top Ten Team 4

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Across
  1. 3. take ownership of the call, introduce financial well being, part of the call handling model
  2. 5. when in doubt fill it out, for upset customers
  3. 6. first part of our call handling model, used with every customer
  4. 7. identify and protect the customer
  5. 9. the fountain of information
  6. 10. a one-stop-shop in spirit that narrows down by time and reason
Down
  1. 1. something we use to figure out a caller's actual issue
  2. 2. how PNC determines the status of customers funds
  3. 4. a tool that empowers customers to use self-service options
  4. 8. identifying suspicious activity, mitigating potential risk during calls