Hard skills, Knowledge and abilities learnt through experience, Type of information when it comes to verifying a payment:, The account's bank name, OTP Verficiation, Code sent via text message or call, One of the types of information we have to confirm if a third party is making a payment, Full phone number, Spend account, No-limit daily spending account, Unsecure Personal Loan, No collateral required, Performance select, High spending account, Simple checking, No minimum amount on the account needed, Growth, Long-time period spending, Intentional call closure when the issue haven't been resolved, I recognize that I didn't resolve your issue today, but, do you have any questions about the next steps?, What's the CARES module?, It's a PNC model to develop the interaction with customers and give a better experience on each call, Which platform vendor use to make a customer's payment?, MAPP, When even KBQ didn't seem to work we.....?, Contact Retail support via warm transfer, When OTP didn't seem to work.....?, Proceed with the KBQ verification, IVR, Initial statement from PNC automated system, What is the main platform that a vendor agent uses to check out customers details?, Edge console, Reset password, CX can reset their passwaord on the PNC website with their personal information on file, OLB tier 2, When troubleshooting is not helping the customer for technical issues, OLB tier 2 can help them solving it, Account totally blocked, You got to send the password letter to the customer mailing address, Recover User ID, Agent can help the CX recover his user ID with their personal information following the steps shown on screen

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