Authentication
Where can the Authentication procedure be located?
Products & Services > Borrowing > Loss Prevention
What does the acronym KYC stand for?
Know Your Customer
What TSYS screen do you use to flag fraudulent transactions?
WFRD
A merchant is calling in to confirm a TD customer's information (i.e., not calling during 'overnight'). Who do we transfer the call to?
Credit Cards
What is/are the age requirement(s) to enroll in VP?
Depends on the province (varies between 18/19)
Customer's MCOM has an A01 alert indicating 'CTI only & verbal password'. The customer can only provide the verbal password. How do you proceed?
Refer the customer to branch.
When can I update a customer's name? (3 situations)
1. Incorrect Salutation
2. Name is misspelled
3. Customer’s given name is inverted
Cx is calling to report that they will be making a large transaction to their visa (over $10,000). How do you proceed?
Lodge a CW03 for customers who are making a large purchase(s) over $10K for a maximum of 3 days.
_____ is used when clients call in about a transaction being declined but have no fraud alerts on their account.
Verified by Visa
What language(s) is VoicePrint available in?
English & French
What should you do with customers that have initials for First/Last name? When can/can't you assist the cx?
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. Refer the cx to branch to update name on file
Mr. X is moving next month and is calling in advance to have his address changed. Can you proceed with this request? Why/why not?
Call must be transferred to credit card department to do Bring Forward request. LP cannot do the update
Customer calls in and declares fraudulent transactions are on their visa. What block do you place on the visa?
Lodge CW06 block on MPTI per 'Loss Prevention - Credit Card - Card Blocks...' procedure
Customer calls TD to report fraudulent activity on the account and has lost their credit card. What procedures do you use on this call and in what order?
1. Credit Card - Card Blocks: Fraud/No Fraud/Lost or Misplaced
2. Completing Lost Stolen Report
3. Requesting and Deleting Plastic Request
Cx is enrolled in VoicePrint but there is an MCOM on their account stating CTI only. How do you proceed?
Request the cx to enter their phone code into the IVR in addition to checking VP
A branch rep is calling you & is asking for assistance with a customer. How should you proceed with the call? (Authentication)
Authenticate the branch rep by completing the following:
Get rep's name, ACF2ID, reporting manager's name + cost centre (branch) and verify through Connections. Send an email/skype message and ask them to reply/read it aloud
Customer calls in and notifies you that their date of birth is incorrect. Can you update that information? Why or why not?
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
If an authorized user calls in and fraud is found on the primary account holder, can you assist the authorized card holder in submitting a lost/stolen report?
No. Primary cardholder must call in to report fraudulent activity as the authorized user has no authority over the primary's account.
Cx calls in on a Friday to report their visa not working from their trip abroad. Transactions have been confirmed not fraudulent + cx states that they will be back in Canada the following Monday. Do you assist the client by placing a CW10 on the account? why/why not?
No, procedure dictates CW03 is the correct status to place on account. CW10 is not needed as CW03 will cover the remaining travel days (3).
(Note: CW10 can be added if travel is less than 3 days with no CW03 on account when travel watch has been added to another card due to blocked card while travelling)
Customer has failed VoicePrint authentication and you have referred them to the branch. What is your next step? (Hint: MCOM)
Lodge a 90 day G01 MCOM stating that the customer could not be VP authenticated and was referred to branch OR lodge a 1 year A01 MCOM if there is an existing failed authentication MCOM within last 90 days
You are speaking to Ms. A when suddenly she hands the phone to her husband so that he may assist with his wife's banking accounts. What steps must you take before you can proceed speaking to Ms. A's husband?
Read out 'Third Party Permission' disclosure to the first customer + read out 'Taped Call Disclosure' to the second customer (Products & Services › Borrowing › Loss Prevention >Call Handling & Maintenance).
If the customer is changing their address to a new province, update the provincial ___ on ___.
RES CODE & CIF MOCI
According to 'Disclosing Account Numbers to a Customer' procedure, what information can you NOT disclose to the customer? (hint: 5 pieces of info)
1. SIN/CRA number (can confirm if cx provides it)
2. Credit card/Access card number
3. Credit card/Access card expiry date
4. EasyWeb username
5. EMT reference number
Who is the Group President and CEO of TD Canada Trust? (First + Last name + correct spelling)
Bharat Masrani
According the Authentication procedure, 'Successful VoicePrint is considered high risk authenticated and removes all additional authentication requirements including "Password", IVR Authentication, Mobile App Calls, reference numbers, and Manual Authentication'. What is the exception?
MCOM's referencing "CTI Only": The customer must successfully pass Phone Code authentication in addition to VoicePrint when possible. (card not in deposit only or lost cards)