MCE Jeopardy

Complaints

100

A recordable complaint is?

Dissatisfaction expressed to you and requires action by TD about:

- a product or service that is provided by TD

- the way a product or service is provided by TD

200

If a customer has a complaint that we are able to resolve on the spot with or without compensation, do we still need to lodge the complaint on the system?

Yes.

We are required to record all complaints and confirm customers preferred method of receiving acknowledgement communication

300

Would we send a complaint off if a customer is mad about our branch hours?

No as this is not about a product or service provided by TD or a way we provide this product or service 

400

Would you send off a complaint for: "During a conversion, your customer comments they don't like TD's fees and feel they are too high"

No as this is a general comment. 

- If customer advises they weren't informed of theses fees however, we would record complaint.

500

If a TD rep pays the wrong bill for a client, do we submit off a complaint?

We would submit off an OPC no complaint unless:

- cx expresses it as a complaint

- cx accrued any fees from the error

- CX is dissatisfied with the OPC wait time or unhappy with the resolution of the OPC

Disclosure and Conductors

100

What are "qualifying transactions" for the AML regulations?

• Cash transactions that total $10,000 Canadian equivalent or more
• Completing foreign exchange transactions equal to $3,000 Canadian equivalent or more (in cash or by cheque)
• Wire payments and drafts regardless of amounts.

200

What documents do we need to give clients when we open a new account?

• Form 513832 - Financial Services Agreement (FSA) 
• Form 525812 - TD Privacy Agreement
• Form 513836 - Financial Services Terms (FST) 
• Form 581076 - EasyAccess Customer Confirmation and Cardholder and Electronic Financial Services Terms and Conditions (within the EACC)
• Form 513782 - About Our Interest Calculations
• Form 513796 - About Our Accounts and Related Services 
• Form 801216 - CDIC - Protecting your Deposits
• If Overdraft Protection is taken, print and have the customer sign:
  • Form 802484 - Overdraft Protection Schedule Form
  • Provide the customer with their copy
• Form 800868 - TD Canada Trust Tax Residency Self-Certification - Individual (Includes Sole Proprietor), if applicable

300

What are the written and verbal disclosures you must go over with a customer when you accept a credit card pre-approval

Provide Information Box (Cost of Borrowing) disclosure prior to proceeding. Tell the customer:

• All interest rates

• The date when interest accrues/grace period

• All non interest fees

• Minimum Payment requirements

•Tell customer about additional privacy terms for Aeroplan cards and disclose specific rate for Emerald cards (if applicable)

Ask the customer :

[Consent script]: "Do you consent to us providing you with the [name of on the terms we have disclosed to you?"

400

What is the "look-up" requirements for qualifying and non-qualifying transactions?

• Qualifying Transactions: Require the Business Profile and the Personal CIF Profile of the conductor to be looked up on S3.
• Non-Qualifying Transactions: Require the Business Profile and either a:
  • Personal CIF Profile of the conductor; or
  • Non-customer lookup with conductor information (non-customer limits apply)

500

What must you verbally and in writing go over with a client when they want an credit card?

• Print the Information Box (Cost of Borrowing) and if applicable, the additional TD Aeroplan Privacy disclosure  provided to the customer. When you provide this document(s) to the customer, you MUST explain that the Information Box contains the following information which applies to the customer's requested credit card:
• All interest rates
• The date when interest accrues/grace period 
• All non-interest fees
• Minimum Payment requirements
• If issuing an emerald card – you must go over the rate and how it could differ
• Tell the customer all fees and rate information will be provided to them in writing when they receive their card
• Then you MUST ask the customer "do you consent to us providing you with the [name of the product] on the terms we have disclosed to you?" EXPRESSED CONSENT IS EVERYTHING!!!! DON'T FORGET!!!
• additional privacy disclosure for Aeroplan

Scorecard Metrics

100

What is a "service" behaviour? (both cea and pba)

- Personal EasyLine/EasyWeb Usage 

- Pre-Authorized Debit (PAD)

- Personal Mobile App 

- Web Bill Pay

- Personal Pre-Authorized Transfer Service (PTS) – PBA Only

- Simply Save – PBA Only 

- Direct Deposit 

- Personal Credit Card Transfer Between Cards

200

After you set someone up for online banking, when would the "needs met" come through?

If the customer logs into the service on the same day as registration, you are still eligible provided the customer logs into the service again within the 2-45 day period

300

What is "Our Bank" (CEA only)

- New Credit Card

- Credit card increase

- New (P)ODP

- BBS referral 

400

Define the behavioral metric "Advice Prompts Resulting in Needs Met"

# of prompts with 'Interested Now' and 'Follow up Requested' where a solution was completed ÷ total # of 'Interested Now' and 'Follow up Requested' prompts

500

If a CEA refers something to an FA and the FA only opens a chequing account, will the CEA receive credit for this?

Yes. Any solution that generates an eligible sales transaction will be an eligible outcome regardless of role eligibility. 

Example: A CEA will receive recognition if they refer a chequing account to an FA who opens a chequing account for the customer even though FAs are not measured on chequing accounts on their individual Advice Scorecard.

Compliance

100

What do we do if a customer comes in and says their privacy has been breached?

1. Complete the Privacy Event Notification Form immediately upon awareness of a privacy event.
2. Send the completed form to [e-mail]. The Privacy Designate with contact you within 2 business days to provide direction.
3. Real Risk of Significant Harm (RROSH) Assessment may need to be completed as applicable by your Privacy Designates.

200

What kind of ID do we need to cash federal govt cheques for non-customers?

• 2 pieces of identification from either Part A or Part B of the list below, or
• 1 piece of identification from either Part A or Part B of the list below only if the individual’s identity can be confirmed by a TDCT customer, in good standing, or a member of the local community, also in good standing, or
• 1 piece of identification from either Part A or Part B of the list below that bears the individual’s photograph and signature

300

What are the exceptions to the access to $100 policy

 

• The account has been opened for less than 90 days.
• The cheque(s) is double endorsed.
• The cheque(s) is stale dated.
• Cheques that are not issued in Canadian dollars.
• Cheques that are issued outside of Canada.
• You have reasonable grounds to believe the cheque is being deposited for fraudulent purposes. This could include a sudden increase in the number of cheques negotiated by a Personal Customer without a reasonable explanation. Note: CVS is aware that Access to Funds Regulations will release $100.00 of the item to your Personal Customer. 
• When you do not make the $100.00 available to the customer due to the Exceptions, you must provide the Letter of Refusal (form 522048) immediately if they are in the branch or by mail if they have left.

400

What is the Do Not Call list?

• TD's internal list is made up of numbers downloaded from the National Do Not Call List Registry as well as those specifically added to TD's central internal DNCL
  • If a customer places their phone number(s) on the National DNCL Registry, TD can still contact the customer regarding new products/services as per specific exemptions
  • If a customer/non-customer places their phone number(s) on TD's central internal DNCL, TD cannot call them regarding new products or services

500

What is the "Senior Code- Meeting the Needs of Seniors"?

TD has adopted the Canadian Bankers Association (CBA) voluntary Seniors Codes to show our commitment to this group by helping keep their money safe, ensuring access to the right financial products and services, and raising awareness about financial issues affecting seniors.

Compliance Pt. 2

100

If a client comes in and wants to do a wire and after some conversation they decide not to, what should you do?

Send in an UTR if you believe the conversation seemed sus 

200

What transactions can we do for non-customers? What are the limits?

- Cash federal government cheques $1500 per item (BC prov $2000) 

- Bill payments, including OFI credit card payments $2999 

- Cash and coin exchanges $2999 

- Sale of commemorative coins $2999

- Cash foreign exchange$2999 

- Cash deposits to a TD customer account * $9999

- Cash payment to a TD credit card/Other credit products e.g. LOC's, Mortgages and , Loans * $9999

300

What do we go over with a customer when we issue them an access card?

Section 5 - Card and Pin Security and Confidentiality

Section 7 - Your Liability

Section 8 - Our Liability

Section 10 - Limits

Section 13- Resolving Disputes

Section 14- Service Charges

Section 31- If you have a complaint

400

What does CVS NOT do?

does not verify funds, stops, or holds

500

What kind of deposits are eligible for CVS?

• Cheque is minimum of $10,000 (CAD or USD) ($3,000-$9,999 done as exception)
• Cheque is payable to the registered name on CIF
• Cheque is issued from a business account
• Issuer Originates in Canada or USA
• Appropriate and full amount hold is lodged
• Both Drafts and Certified Cheques equal or greater than $10,000 are eligible