Registered Accounts
Client calls in and asks "when is the last day that i can put money into my RRSP?"
March 2, 2026 if you used google
or
within the first 60 days of 2025
Client would like to contribute $15000 CAD into their RSP in kind. They hold shares of TD bank that currently trade at $76.13 what is the most amount of shares they can contribute without overcontributing?
197 shares
If a client calls in and says, I want my dividends to buy new shares, what system should we use?
DRIP
client calls in and wants to setup MCP for September 10, 2025 can we do it?
No because it is outside 30 days
Client calls in and complains that their promo money has not come in. They would also like to know about the current promo. What can you do? (guide team where to find more info)
open campaign page and inform client of campaign details
can also find past campaign information on the campaign page
Client calls and says they want to put 5000$ into their disability savings plan, what must we confirm with client before submitting the request?
if the beneficiary is within their contribution limit
and
if the beneficiary is over the age of 59 this calendar year
client calls in to make a $5000 gross rif payment. Their AMP is $2000, YTD payment is 20000. Past 90 days there have been no RIF payments made. What is the dollar amount of tax withheld on this RIF payment?
$500 (10%)
When a client calls in with a request in what is the best practice to best help the client? (please order)
personal closing
open ended questions
experience check
going beyond initial need
active listening
warm opening
take ownership and solve issue
warm opening
active listening
open ended questions
take ownership and solve issue
going beyond initial need
experience check
personal closing
client calls in and is complaining about $28.25 being debited from their investing account. what can we do for the client?
educate client on ways to avoid maintenance fee and CRO client if it is a first time offender
client calls in about their spousal RRSP and states that the name on contribution slip is wrong. It currently says their spouses name but they wanted their own name to be on slip. what can you do?
submit a correct contribution request through trac
client calls in and complains that they have received a letter from the government stating they have put too much money into their RRSP. What would you check and what can we do to help?
check when contribution was complete and if any of the following have occurred, if so we could possibly cancel or correct contribution
Client Error:
client must not have benefitted
mistake in execution: wrong account, wrong amount, etc
TD administrative error:
mistake in execution
Client would like to contribute in kind approx $6500 CAD into their TFSA from their USD cash account. They currently hold only TSLA shares last traded price is $250. FX rate is 1.345. how many shares can they contribute without over contributing?
19 shares
What situations should we proactively offer to help clients update their CPM information?
asking the occupation question and the information does not match
asking for call back number and it doesn't match
SPAD alert halt trade due to invalid address/hold mail
any situation where a client provides you information that does not match with their profile info
A client calls in and says they would like to open a new Direct Investing account. What are three ways that we can help this client?
Book appointment at branch
Guide client to open account online
Transfer call to DIAO representative as per PnP
client calls in and asks to complete their T1135. What can you do?
it can possibly be found in tax pack on edocs
otherwise
follow PnP for requesting a foreign property report
If a client calls in and states they would like make a payment from their retirement account, what should we do? (please indicate all steps involved)
double check with client they would like to withdraw from RIF.
inform client it can be done on WB if not then we can complete over phone
ask which account for payment to be done from and the amount
double check combined rif payment panel for details
determine if there is any WHT and inform client of any withholding tax
fill out request as per client instructions
recap all details with client
client informs us they have over contributed 5000$ into their RSP, now they must withdraw the over contributed amount. They have 1000$ in cash and the rest of the account is invested all in TD bank shares. Last traded price is 80$. How many shares and cash will be deducted from the client's account to complete the RSP dereg request?
56 shares and $528.25 (tax + dereg fee)
Which situations should we be using eSign?
external transfers from OFI
internal transfers from other TD departments that are allowed on eSign
duplicate documents
EFT setup
Book cost adjustment
What are the different ways we can increase the sales metric (volume/units) on our scorecard?
MCP/PAD
eSign/transfer from OFI
advanced dashboard
new account opening/DIAO
Client wants to inquire on TD Easytrade account. How would you guide the client to open the account (What are some of the feature's of Easytrade?)
50 Free commission Trade
No MF
Only TD ETF
No account Fee's
Only Mobile App application. Open can be done on app or online
After 50 Free Trade, what is the commission on ETF?
What account types?
Is Drip Available?
Is SIP Available?
client calls in and says they need to withdraw money for their kid's tuition. What should we do? (name of system and required documents)
guide client over WB how to make wdl if needed we can complete over phone
eSign
we require RESP wdl form, proof of enrollment, void cheque or pre authorized deposit form
Client is making RIF payment of 100 shares of TSLA, last traded price is $250 USD. Client's combined RIF AMP is $19782 CAD. YTD payment is $15000 CAD. FX Rate is 1.35. what is the tax dollar amount that will be charged on this RIF payment in CAD?
$12,414.86
client calls in and says they would like to transfer cash from their margin account to their CIBC account. what can we do? (please indicate methods, systems and required forms, explain procedure if needed)
mail cheque
EFT:
eSign
Void cheque/preauthroized debit form, EFT form, send FAST
New client that just opened their account calls in to contribute money into their TFSA, what are some value add conversations we can have with the client? (please list at least 5)
transfer in from OFI (can be done online through self serve)
Webinars
methods to avoid maintenance fee
self serve feature
Voice Print/OMNI
open other account types/easytrade
Dad calls in to close all personal accounts and asks if they will still be able to access his son's TFSA account that he currently has access and authority to. Son has other investing accounts with us. what do you need to check and do? (think of DE)
close account
create connect ID for dad under register for EBS products (PA/TA) PnP
must double check if primary account is the son's TFSA.
if so then must check if their are sub accounts linked to the primary
if so then must check if the dad has authority on the other accounts linked under primary account
if they do not have authority then what do you do?