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