Overdraft Policy Changes
How will Customers be notified of the Overdraft Policy change?
Statement Message
To close a Retail account, which balance is no longer required to be zero?
Ledger Balance
In SMBO, what must be checked for every message assigned to us?
Case History
What is the debit card reject code for a potentially fraudulent transaction?
AF/AE
What is the theme of Brittany's office?
Harry Potter
What is the threshold at which a Customer's account will become subject to an overdraft fee?
-$10.00
What does a Customer need to provide in their secure message for a Debit Card?
Last 4 digits of the account number
Name
Address to where the card should be
When there is a duplicate case assigned to another Specialist, which folder will we need to utilize to have the message reassigned to the Specialist owning the case?
Case Reassignment Folder
What CCWeb Page can help you determine why an account has been restricted?
Key Fraud Service Messages
Who is the Group Manager of Digital Media?
Liz Kendall
How many overdraft fees can be charged to a Retail checking account?
3 fees for a total of $105.00
On July 12th, select Customers received an email incentive to use their new TD Debit Cards. How much was the incentive?
$10
When there is a case that requires us to reach out to another department via email which folder will we place the case in?
Follow Up Folder
TRUE or FALSE: We should advise our customers to call Fraud Resolution if they report their SSN has been compromised.
FALSE (We should advise them to set up a password at the Store and follow the directions from the ID Theft Page on TD.com)
What is our job title?
Contact Center Representative III - Specialties
How many overdraft fees can be charged to a Business Checking account?
5 fees – This remains unchanged
When receiving an international address change request, what must first be verified?
Current contact information on file
What should a fee notation in Ovation include?
Courtesy – Educated TDDCA, TOP, and SODP via Secure Message
Bank Error – Encoding error on Check 1234 causing fee
Where should we direct our customer if their card has the following note on CMSe: 'PENDING REVIEW OF RECENT DEPOSIT ACTIVITY DO NOT REOPEN. 1-800-556-4354 OPT 2, OPT 3, OPT 1'
Fraud Resolution and/or Store
TRUE or FALSE: TD will start to train agents from SC for Digital Media in 2022.
FALSE (as far I know 👀)
When does the overdraft policy take effect?
August 6, 2021
What are the two methods of requesting a Verification Letter?
Direct Customer Requests & Third- Party Requests
When asking a question in our 'Night Owl' channel what needs to be included in your message?
-Case Id
-RM Number
-Your question
-Any details of steps or actions already taken, such as the procedures you have reviewed
What does a 'P' on the RMIA screen indicate?
Mobile Deposit has been locked
What year did TD Banknorth and Commerce merge to become TD Bank, N.A.?
2008