Emergency Procedures
How many Emergency hand books are in the branch and what color are they
3, Red
yes we can - have one person pin in, and other person must provide ID and sign the back of the cheque in front of you to deposit. If they are not present or cant provide photo gov issued ID, then no we cannot
How long do we hold cheques for accounts opened less than 90 days?
5 business days
What is the new limit as of June 30th 2022 for cashing federal government cheques for Non customers
$1750 CDN
What is the limit in the coin drawer for CDN coin AND USD 1's
coin - 3K
USD 1's = 100 bills
What are the locations of the Emergency hand books
MCE Desk (Kellys desk)
Secure Desk room desk
MIKOR (coin drawer) unit
What documents do you give to a client when they switch an Account service plan?
Financial Service Agreement 9FSA)
Appropriate Assessment'
Privacy Agreement
What is the duration of the hold period for cheques drawn on foreign and US Banks?
US banks - 15 business days
Foreign cheques - 30 business days
what does UTR stand ofr and when would we submit one?
Unusual transaction report - used for anti money laundering and anti terrorist financing , can be on completed or attempted transaction. We do not let customers know we are submitting it - if transaction seems suspicious and outside normal banking activity or KYC,KYT doesn't make sense
What are the Secure Desk drawer limits for foreign, USD and CDN cash ?
MXN 10K, GBP / EUR 2K , USD 5K , CDN 18,315% or 99 bills of each denomination
Describe the emergency release mechanism and how it works
located on back of the vault door, instructions on door, lift plate A up to break seal while pushing in part B and turning to the left to release door mechanism and push out
What additional disclosure do we have to provide for Aeroplan cards and why?
What is the duration of the hold period for cheques inssued in US dollars but drawn on Canadian banks
5 business days
What is CVS? when do we use it and what is automatically sent to CVS?
Cheque verification system - business cheques, automatically sent if 50K CDN or greater.
verifies the authenticity of the chq by contacting the issuer & verifying the amount, and payee information. and whether altered or counterfeit.
Walk me throguih the steps of our Junior opening procedures from the moment you arrive at the branch?
meet at predetermined location for senor, clear line of sight and watch them go in, once them come back out come meet me, do not walk to them and we enter the branch together, take off alarm and start our regular cash procedures. I am watching for any suspicious activity at exterior of branch. If they do not arrive or don't come back - Call IRC
What is the continuity guide and where is it located?
CG - located on the start menu of all the laptops and desktops electronically
The Branch Continuity Guide has been created to help colleagues identify what they need to do in the event of a business disruption. It includes branch open/close direction, as well as key steps to follow to help ensure we meet minimum customer service expectations.
For all potentially severe or critical incidents, branches should also ensure that the TD Incident Reporting Centre (IRC) is advised of the event as soon as possible, and if applicable the Facilities Help Desk, to report the incident and allow the branch to concentrate on managing through the situation.
What is a double endorsed cheque and can we accept them?
when a chq is payable to one person but negotiated by another person. these chqs have added risk and can be retuned years later. double endorsed chqs should only be accepted on exception basis for very well known and established TD customers.
A cheque is made out to 2 business names, can we negotiate it?
No - cheque cannot be deposited, needs to be reissued
What is coercive tied selling?
A bank cannot unduly pressure or coerce you to obtain a product or service from the bank or one of its affiliates, in order for the bank to agree to provide another bank product or service to you.
The following two examples will help to explain tied selling and what is not allowed:
What are the emergency meeting locations primary and secondary places, and what are the 2 places this information located in the branch
1. tim hortons, 2 rexall
located in emergency handbook and on back H&S board
What steps would you take if a robber passed you a hand written note?
Acknowledge demands, make eye contact, try and place note face up on CRU, signal you need to withdraw cash, F12 emergency release for $200 , place with decoy in bag, give to robber and disengage signaling transaction is over
When switching form a Cash back visa to an Aeroplan Card - what written disclosures and verbal consent must we provide?
Verbal disclosure:
all interest rates
grace period
all non-interest fees
minimum payment requirements
"Do you consent to me switching you from the CB visa to the Aeroplan visa on the terms we discussed today?"
Written - appropriate assessment, Consumer Product Transfer form
Access to funds states we must make available the first $100 of each cheque. What are the 6 exceptions this doesn't apply in?
account opened less than 90 days
cheque is double endorsed
cheque is stale dated
che is not issued in CDN dollars
Cheque is issued outside Canada
Reasonable grounds to believe cheque is being deposited for fraudulent purposes
How would you handle a customer complaint, and what is the process for recording any complaint?
try to resolve at first point of contact following HEAT model (hear, empathize, acknowledge or apologize, thank) , then escalate to manager - BM or Customer cares if need be.
Brochure in lobby legal wall "What to do if you have a problem or complaint" can be given IF customer asks
Relationship builder - lodge new complaint. even if resolved!
Please explain the closing walk through premise check - and who can perform, when can it be completed and what are we checking for
done once all customers have left branch and before staff can leave, deadbolt door, one or more person level 4 or more can complete - but check back in with closer. Checking all rooms, offices, entering into, vault, janitor, ATM room etc for people, documents left out, customer info, that everything is locked up