Across
- 1. Demand deposit account; an account such as a checking or savings that a customer is able to deposit and withdraw funds from freely. We service these accounts in core service.
- 4. always being sure to thank the customer for banking with or being a part of PNC.
- 5. PNC's Google where you can find information and "how to" on various aspects of the job.
- 8. Being able to take ownership of the call, asking probing questions, and finding the root cause of the customer's issue while working toward a resolution.
- 9. transferring a call to a different department by first introducing yourself the agent taking over the call and giving an overview of the situation before connecting.
Down
- 2. Being sure to pay attention while customers speak, possibly taking notes of important pieces of information to prevent the customer from having to repeat themselves.
- 3. Verifying your customer for security purposes by OTP, KBP, or through traditional means
- 6. Showing genuine concern and care for your customers as well as the issue or inquiry they are calling about.
- 7. Working to calm down an upset caller by taking ownership and avoiding having to transfer the call to a supervisor.