CARDLESS PIN
Can Out of Wallet questions be asked prior to asking a customer to PIN authenticate?
No, the PIN Verification Process is the mandatory method of authentication and Out of Wallet questions should only be used if the customer does not remember their PIN or as additional ID.
What must the CEA do after selecting "follow up requested", to receive credit for the referral?
The CEA must create a referral on C3 after selecting "follow up requested" on S3.
What disclosure is required when switching plan types on a deposit account?
Monthly fees
Transaction limits
Features and benefits of new plan
Provide the following if the customer does not have a FSA on file: Financial Service Terms and About our Interest Calculations
What is the maximum TD points the customer can receive when enrolling & completing conditions for the TD first class travel Visa infinite card?
90,000 TD Points
What type of cards are ineligible for Cardless PIN authentication?
•Cards which have a bad status (i.e. CLOSED, FRAUD etc.)
• First Time Use Cards (Newly issued cards sent via mail which have not been activated)
• Embossed Name Line not present (SBB/Commercial only)
Which are the 3 drop down actions which provide a positive result for the CEA when actioning Ready Advice?
"interested now", "follow up requested", "not interested"
If a customer is receiving e-mails/texts from TD that promote products and services, and they request to unsubscribe on their behalf, where do you go to process this?
E-consent Tool via:
B-Web -> More Tools -> EPC Tool (under Administration category)
What do you do if you receive a suspicious email?
Highlight the email and click the "report suspicious" button on outlook. With a single click you will alert the appropriate TD team.
In which of the follow scenarios can you NOT proceed?
A) Cardless PIN + Out of Wallet questions verified for a new access card.
B) 2 acceptable pieces of ID and transaction is UNDER 5K.
C) Business profile + Cardless PIN verified, but ACS not present for transaction UNDER 5K.
Where can you share feedback about the Ready Advice platform?
iD8 platform
What disclosures (verbal and written) are required when selling a Credit Card product?
PRINT and provide ALL of the following:
-all interest rates
-all non interest fees
-interest grace period and when interest accures
-if TD Aeroplan card, explain additional privacy terms in the "Additional TD Aeroplan Disclosure"
- ASK THE CUSTOMER "DO YOU CONSENT TO US PROVIDING YOU WITH (PRODUCT NAME) ON THE TERMS WE HAVE DISCLOSED TO YOU?"
How will TD be launching its new LEI pilot and will it impact your branches results?
TD will be launching the new LEI pilot through SMS. The information will be used to help launch SMS surveys for other channels, including branch banking in the future. It will not impact your
branches results.
Can a customer be asked for an incoming direct deposit or outgoing pre-authorized debit as an Out of Wallet question if there are none present in the account?
No, in order to ask questions 1 or 5 there must be an existing DD or PAD in the account as the answer MUST include DATE, AMOUNT, and PAYEE (for PAD) or LOCATION (for DD).
What happens when a CEA does not select the most appropriate action button for Ready Advice?
By not selecting the most appropriate response for the client, the CEA controls when/where the customer is able to receive advice. It is also important so now that the client is privy to the information they may still take advantage of the opportunity.
What do you do if a customer believes that their privacy was breached?
Their concern MUST be escalated to branch management IMMEDIATELY and email: TD.PBOOPCON@TD.COM.
(Include as many relevant details as possible:
What are the two new card controls that TD has launched?
The blocking of international in person purchases on their cards. Also the locking/unlocking of overall access to their CC with a simple swipe on the TD bank app.