Opening & Closures - CS
Cx is requesting an Appropriate Product Assessment to determine what credit card product is best suited for them. What tool should agents use to help the process?
What is TD Discovery Tool?
True or False: CS agents can complete fraud claims
What is False?
Under step #13 in Loss Prevention - Credit Card - Card Blocks: Fraud/No Fraud/Lost or Misplaced
For Credit Card Customer Service only - Please transfer customer to Loss Prevention to complete fraud claim
True or False? POA can close a donor's account
What is True?
Refer to Power of Attorney Support Procedure to see what POA can & cannot complete
What TSYS screen can be used by R/Os to determine if a card is/isn't working in the event of an expiry date issue
What is WMAT?
Refer to Credit Card - Test Card Authorization Procedure
In the event of an expiry date issue:
A cx is requesting to add an additional cardholder but their address has changed in the last 60 days. What should be done?
What is advise cx to step into branch to have additional cardholder request completed
We CANNOT add authorized user and have card sent to branch due to impersonation concerns. By sending card to address on file/having cx step into branch for completion, primary will have physical evidence that they are the ones that added authorized cardholder to account
Cx is travelling and has CW18 block on the account but does not want their card processed as LOST as they have no other cards for usage What should we do?
What is add a CW08
System generated; refers transactions except for CHIP-PIN and Tap; compromised accounts
Note: Client should be advised to call back and initiate fraud claim, if fraud transaction is present when this is used.
True or False: The underwriter's comments for a declined credit card application can be quoted to cx
False
The underwriter’s comments are for internal use only and are not to be quoted to the customer. Agent must provide quoting in their own words.
Very briefly, what is a visa account updater (VAU)?
Visa Account Updater (VAU) allows customer's card number and/or expiry date to be securely updated at participating merchants with whom customers have an existing relationship and who have their card on file. These merchants can use this updating service to receive customer's new card number and expiry date when this information changes. There is no fee charged to customers for this updating service. Customer's card is automatically enrolled if they use it to set-up pre-authorized payments. Not all merchants participate in VAU, so customers should still ensure that their card information is updated at merchants where they have pre-authorized payments (PAPs) setup.
A Primary cardholder is calling in regards to getting their Canadian PIN on a new credit card. Is the same pin as on an existing the debit card?
What is Yes?
Primary Cardholders only: If the customer has one valid Access Card with an active PIN, then the PIN on the new TD Credit Card is the same as the Access Card PIN
What is R/O's authorization limit to reverse merchant authorizations?
**Bonus points (50): What is CS's authorization limit?
What is $15,000 for R/O's and $1500 for CS