9024 MCE Meeting

Let's find out

100

What currency can the secure desk drawer hold and what are the limits?

Up to a Maximum of:

• $18,315 CAD (99 bills of each denomination)   

• $5,000 USD

• £ 2000 GBP

• € 2000 EUR 

• 10,000 MXN    

• Note: Foreign Currency customer orders can be kept in locked drawer as long as the branch remains within the working cash foreign drawer limits.

• Daily accumulation of mutilated notes (both loose and full bundles)   

• Does not include Decoy/DyePac  

200

True or False: Provincial government cheques DO NOT stale date

FALSE

Standard six-months stale date policy applies to all of the Province's accounts.

Therefore, ministries will be required to issue replacement cheques for any stale dated cheques (i.e., over six months old)

300

If a customer has a MF TFSA and they want to do a withdrawal, how can the customer complete this?

- Through Easyweb via completing a "redemption"

- With a licensed MF advisor

- With easyline

400

If a customer comes in to get a replacement card and they have the physical card and can pin verify, do we then need to do a PIN SELECT or PIN VERIFY after we issue the new acs?

PIN SELECT

500

What are the 5 steps in ATW?

1. Get Ready

2. Welcome

3. Understand your Customer

4. Provide Trusted Advice

5. Stay Connected

Compliance

100

What are exceptions to the Access to Funds policy? (6)

1. The account has been opened for less than 90 days

2. The cheque(s) is double endorsed

3. The cheque(s) is stale dates

4. Cheques that are not issued in Canadian Dollars

5. Cheques that are drawn on an institution outside of Canada

6. You have reasonable grounds to believe that the cheque is being deposited for fraudulent purposes. This could include a sudden increase in the number of cheques negotiated by a Personal Customer within a reasonable explanation

200

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

300

What are the requirements to cash a provincial government cheque?

• applies to British Columbia (BC) branches only.

  Types of provincial instruments eligible:

  • BC Benefits cheques this includes BC Employment & Income Assistance (BC EA)
  • BC Employment & Assistance - Imprest Account (SDPR & MCFD)
• The payee must endorse the cheque in your presence.
• The payee presents 2 pieces of current, unaltered, acceptable identification (see list below), one of which must display a photograph. Both pieces of identification are recorded on the reverse of the cheque.
• Where Ministry issued photo identification card is used, the identification card number is required to be recorded on the reverse of the cheque.
• The cheque is not double-endorsed.
• Photo Identification Card must be issued by the local Ministry of Employment and Income Assistance Office.
• Upon receipt of a Photo Identification Card, store the ID card in a credenza where it can be accessed on an ongoing basis to support the cashing of monthly assistance cheques. The credenza is required to be locked overnight.

400

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

500

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

Show me on RSC

Scorecard Metrics

100

If a PB goes 1 month without doing any investing, whose scorecard does this affect?

Everyone's 

200

What products can you do a "BOAT" on?

ULOC and Credit card

300

What falls into the lending bucket?

▪ New mortgage + Mortgage port 

▪ New FlexLine + Increase

▪ Referrals to Mobile Mortgage Specialist (MMS)

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

Share your personal value statement 

What do we think team?

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 transactions can you do for non-customers?

- Cash federal government cheques $1,750 per item 

- 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 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 criteria for submission of a cheque to CVS?

1. Cheque is minimum of $10,000 CAD or USD

2. Cheque is payable to the registered name on CIF

3. Cheque is issued from a business account

4. Issuer Originates in Canada or USA

5. Appropriate and full amount hold is lodged

Investing Pros

100

What is the 2024 TFSA contribution limit?

$7000

200

In 2024 a 19 year old contributes $7,000 into their TFSA on January 27th. They then withdrawal $2,000 from it on March 26th. What is their remaining TFSA contribution room for 2024?

$6,500

300

What is the benefit of an RSP? Name 2 reasons

- Tax deferring

- Use the funds for first time home purchase

- Use the funds to go back to school

- Fund your retirement 

400

If Shubhra opened an FHSA December 24th 2023 and put $2,000 in it, what is her contribution limit as of today?

$14,000

500

What is the difference between Webbroker and Easy Trade?

- TD Easy Trade is a separate platform from TD WebBroker and is designed for beginner traders looking for an affordable trading option with the convenience of a mobile app. 

- Easy Trade has 50 commission-free stock trades per year and unlimited commission-free TD ETFs

- Can only buy stocks and TD ETFs with easytrade

- No maintenance fees with Easy Trade