AUTHENTICATION
Customer has successfully passed voiceprint authentication, however there is an MCOM that states "CTI ONLY", what must we do?
We MUST put customer to enter their phone code.
What does KYC stand for?
"Know your customer"
What is the minimum credit limit requirement for the Aeroplan Platinum Visa Card?
$1000
When a customer provides too much information in their answer and some of that information is incorrect, the answer should be counted as a _____?
Strike!
Cx wants to know their credit score, what must we do?
Refer them to Equifax or Trans Union Canada.
Customer passes CAT A question, we haven't asked CAT B question yet but customer disconnects the call. Do we need to do anything?
Yes. Lodge a 30 day G01 MCOM or if G01 already exists, we must lodge a 1 year A01 MCOM.
If the Occupation indicates retired, do we still need to verify the information?
Yes. We always need to ensure we have the most up to date information present on the system.
What is the minimum cash back dollars a customer can redeem with their cash back (infinite) card?
$25
What is the fee for a cash advance for a Canadian Dollar card?
There is a fee of 1% of the Cash Advance amount, with a minimum charge of $3.50 and a maximum charge of $10.00.
Cx advises that they are recording the phone call and refuses to stop, what must we do?
Disconnect!
An A01/A10 MCOM referencing failed authentication is present but the customer has passed VoicePrint, what must we do?
Contact resource.
Updating address:Can we update JUST a PO Box as acceptable residential address?
No. You can capture the PO BOX information along with the street address information; you cannot have PO BOX only.
Your customer would like to transfer from their USD Credit Card into the TD Emerald Flex-Rate, as they have a large balance that they are currently carrying and will be for a few months. Are you able to complete the request? Why or why not?
No. Cross currency transfers are permitted, however, the balance must be zero. As the customer is currently carrying a balance, they must pay the card to zero before the transfer can be completed.
You have finished changing the customer's address, and now they have requested to add an authorized user. How should you proceed?
Primary cardholder must visit a TD branch to add a new Authorized user.
Rules: If the Primary Cardholder's address has changed in the last 60 days, the Primary cardholder must visit a branch to add a new Authorized User.
Cx calls in, their profile has an initial as first name or last name. Can we help them? Why or why not?
You can assist the customer with limited activities provided they pass authentication (first and last name still must be confirmed). Only low risk transactions are permitted, as we cannot completely identify the customer.
Customer fails voiceprint; what else must we do aside from leaving a suspicious activity MCOM?
We must also click 'Suspicious Activity' button on the voiceprint tool.
Can you update an incorrect date of birth?
Yes, but only if the information for month and day has been inverted. All other updates must be completed at the branch with sufficient identification of correct Date of Birth.
How long must a customer wait after opening their TD Credit Card before they will be eligible to be approved for an increase?
3 months.
Yes
A customer has an MCOM stating CTI Only, and a verbal password that must be obtained. They have correctly entered their phonecode, but are not 100% sure they remember their password. Their first guess is incorrect- are they permitted further attempts? If so, how many incorrect attempts can the customer have before we count as incorrect?
Yes, 3 strike rule is in effect.
customer audio has reached 100% and they are VoicePrint eligible, but have declined the service. What must we do?
Tell them: "You have been opted out of Voice Print but can call back to enroll at anytime." THIS IS BLACK BOLD IN THE PROCEDURE.
Cx has a pre approval for a limit increase, they advise that they are a permanent Canadian resident but you don't see a SIN number on file, can we continue to offer them the limit increase?
Yes you can offer/apply the limit increase. You may also advise cx to visit branch to update their SIN number on file.
Cx wants to transfer the points from their FCI card to their wife's rewards visa card, how many business days will this take?
Trick question! Cx cannot transfer points between accounts unless they are primary card holder on BOTH accounts.
An expedia for TD rep calls in to confirm status of points on a card, what must we do before we can proceed?
Ask the Expedia for TD Travel Specialist to provide the identification password. If they do not provide the correct response for Primary identification password, ask them to provide the secondary identification password.
TRUE OR FALSE: An Authorized User can make corrections to the spelling of the statements address street or city name.
True, authorized Users can only make corrections to the spelling of the statement address street or city name.