New Account Opening
What does Regulation DD require?
Quoting Annual Percentage Yield to 2 decimals
What would require a Customer to step into the store prior to completing a CC application?
Name, DOB, SSN incorrect, or they are not an existing Customer (they could apply online)
True/False - As long as the Customer verifies through TDVP or TDASAP, we can verify a closed account.
False
How do you request a debit card for a Customer who has never had one previously?
If Customer does not have SSN, what do we update temporary online passwords to? If Customer does not have secondary option, what can we offer?
TDB + last 6 of debit card number or TDB + DOB (MMDDYY)
When does the Customer Activity Profile disclosure need to be read?
What steps are required once a Customer declines a Prequal offer?
Change to 'not interested' and read FCRA disclosure
How do you verify a store employee?
Ask for employee full name, send a 4 character passcode via Lync and ask employee to verbally confirm.
What steps need to be taken for a Customer to receive a new debit card if their address has been changed within last 30 days?
Secure message or store option
If a Customer has $7,000 in a Convenience Checking account and only uses the account for savings purposes, what can we offer to better fit the Customer's needs and will this require opening a new account?
GMM - Product type change
True/False - If a Customer's Driver's License information is automatically populated, you are not required to ask for the information.
False
What two states require additional disclosures?
NY and California
How do you verify Customers using TDASAP and/or TDVP?
Obtain full name and confirm that you've verified Customer using TDVP and verifying through the mobile app.
How does Customer qualify for immediate reimbursement for ATM dispute? How is credit returned?
Claim amount must be $100 or less using a TD Bank ATM. Select fee refund option in Ovation, change type to ATM Reg E dispute and update amount, leave SM, read disclosure.
When is it required to obtain Customer's occupation: Job Category and Job Title?
Changing address and new account opening
True/False - You are required to offer additional products/services, including TDDCA and SODP, during the New Account Opening process.
True
What six things are required to verify prior to the start of the Credit Card application?
Full name, DOB, phone number, SSN, mailing, and legal address
What information must you enter when completing Failsafe verification? When are you able to offer the standalone option?
First & last name, SSN, RM #, phone number. If phone number comes up not found/verified, check IMIP to see if phone number has been on file 30+ days, then you can use.
Per CCWeb, how long does it take for provisional credit to be applied?
3-5 business days, up to 10
What steps are required when considering a fee refund for a Customer?
Must show eligibility, must educate customer on what caused fee, notation must include reason for refund, what was educated, and at least two options to avoid in future.
If Customers' legal and mailing address are the same, are you required to ask for both?
What next steps are required if Customer disconnects during Credit Card Application process?
Change to 'not interested' and email FulFillment as outlined in CCWeb
What steps are required when Customer fails manual authentication?
Bypass and leave SM detailing whether or not ID Proofing was offered and if failed/passed.
What are the steps for reopening debit card blocked for potential Fraud once Customer confirms as legit?
Verify contact information, change status to active, fraud exclusions, add fraud exclusion from current date to 7 daysin future, notate CMSE if no case number. If there is a case number, you must email FIS and notate CMSE.
What information is required when submitting mobile/ATM deposit referral?
SSN, RM #, Full Name, Full address, phone number