Financial Well-Being

FST 03

Core Services

PNC Manila

Foundation Skills Traning

Financial Well-Being

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Financial Well-Being

Welcome to the "Financial Well-Being" module! In this module, you'll learn how to help customers feel secure and confident in managing their money, both now and in the future.

Customer Cues

CARE Pattern

When to Show Financial Well-Being?

Delayed Resolution

Negative Financial Events

Financial Stress

Opportunity to Prevent Issues

Example

Example

Example

Example

How to Show We Care for Their Financial Well-Being?

Confirm & Empathize

Reassure & Convey Urgency

Acknowledge & Show Ownership

Engage & Resolution

• Clearly state what happened (fact)
• Acknowledge the customers feelings
• Express empathy genuinely

• Offer guidance and preventive steps for future financial well-being

• Reassure that you’re acting quickly to resolve or prevent the issue
• Let them know their concern is a priority

• Take responsibility for helping them, even if you didn’t cause the issue and use “I/We will” statements to show accountability

See How

Let’s Try the CARE Pattern

Arrange the Dialogue to the correct using CARE pattern to create a complete conversation flow that moves from issue resolution to proactive financial guidance.

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Let’s Try the CARE Pattern

Scenario 1: Card was declined because there weren’t enough funds.

1. Let’s check your recent transactions together and talk about ways to help prevent this from happening again.
2. We care about your financial well-being, and I’ll work with you to get this sorted.
3. I see your card transaction was declined, and I understand how stressful that can be, especially when you need to make an important purchase.
4. I’m reviewing your account right now so we can address this as quickly as possible.

Let’s Try the CARE Pattern

Scenario 2: Customer was charged a fee for paying past the due date.

1. A late fee was charged because the payment was posted after the due date.
2. Let’s look into setting up payment reminders or automatic payments to help avoid late fees moving forward.
3. I understand it can be easy to miss a deadline, and that can feel overwhelming.
4. We care about your financial well-being and want to support you in staying on track.

Let’s Try the CARE Pattern

Scenario 3: Customer’s card was declined due to insufficient funds.

1. Let’s go over your account together and check ways to avoid this in the future.
2. We care about your financial well-being, and I’ll help you with this right away.
3. I noticed your card transaction was declined due to insufficient funds.
4. I know that can feel stressful, especially if you were making an important purchase.

Thank you!

Carla Marie del Rosario | Learning Specialist PNC Manila

Scenario: The customer expresses emotional strain, frustration, or urgency tied to a financial matter.

Possible Customer Cues:

• “I’m stressed because I can’t sort this out.”
• “This is making my situation worse.”

Sample Statement:

“I hear your concern, and we care about your financial well-being. Let’s go over your options together so we can find the best solution for you.”

Scenario: "You were charged an overdraft fee because your balance went negative."

I see you were charged an overdraft fee, and I understand how frustrating that can be. We care about your financial well-being, and I’ll take care of this with you. I’m reviewing your account right now so we can resolve this quickly. Let’s go over your recent transactions together and discuss how to avoid this in the future.

CARE

Scenario: The customer experiences a loss, fee, or other unexpected financial impact.

Possible Customer Cues:

• “I don’t understand why this charge is here.”
• “This really put me in a tight spot.”

Sample Statement:

• “I understand this situation can be frustrating, and we care about your financial well-being, so let’s explore ways to prevent it from happening again.”

Let’s Try the CARE Pattern

Scenario 1: Your card was declined because there weren’t enough funds.

1. Let’s check your recent transactions together and talk about ways to help prevent this from happening again.
2. We care about your financial well-being, and I’ll work with you to get this sorted.
3. I see your card transaction was declined, and I understand how stressful that can be, especially when you need to make an important purchase.
4. I’m reviewing your account right now so we can address this as quickly as possible.

Scenario: A chance arises to guide the customer in avoiding similar problems in the future.

Possible Customer Cues:

• “How can I make sure this doesn’t happen again?”
• “I can’t go through this again.”

Sample Statement:

“We want to help you feel more confident in managing this, because we care about your financial well-being. Here’s something that may help moving forward.”

Scenario: The customer needs to wait for a process or investigation before the issue can be fixed.

Possible Customer Cues:

• “That’s a long time to wait.”
• “I really need this resolved as soon as possible.”

Sample Statement:

“I know waiting can be stressful, and we care about your financial well-being. I’ll guide you through the next steps and make sure you know what to expect.”