Day-to-Day Transactions
What form does the customer have to sign when they withdraw $10,000 or more? What do we do if the customer refuse to sign the form?
Release of Liability Form
Note on the form that
What do you need to provide to the customer when you do not make the first $100 access to funds available?
Letter of Refusal
When opening a new Aeroplan visa card, what additional disclosure is required?
Customers must consent to TD sharing their personal/demographic information and transaction details with Aeroplan.
What are the 3 levels for Our Customer Problem Resolution Process?
Level 1: Branch and branch management
Level 2: Customer Cares team.
Level 3: Senior Customer Complaints Office
Do we need to complete APA for ODP/PODP activation?
Yes
What are the ID requirements to cash Provincial government cheque?
2 pieces of current, unaltered, acceptable ID one of which MUST bear photo and signature
What is the current Hold Funds Guidelines?
Account opened for LESS than 90 days:
All cheques will be held for 5 business days.
Accounts opened for MORE than 90 days:
- Cheques up to or equal to $1500 = 4 business days
- Cheques over $1500 = 5 business days
What disclosures are required when switching a deposit account?
- Account plan monthly fees
- transaction limits (if applicable)
- features and benefits of new plan
-APA
Where can you find an overview of all Operational and Regulatory requirements on bweb?
Regulatory Support Centre
When do we need to complete APA when we are doing a credit limit increase?
credit limit >$7,000
What transactions are prohibited for non-customers? (hint:3)
- Sale of drafts.
- Transmission of incoming and/or outgoing Wires / Electronic Funds Transfers. and
- Purchase and/or sale of precious metals.
How do you proceed with a cheque that is made payable to an individual AND a business?
Cheque payable to an individual AND business must be endorsed by the individual and deposited into business account
A customer makes a request to access their personal information, where do we send in the request and how long will the request take?
PIAR (Personal Information Access Request)
30 calendar days
What do you do when a customer asks to see the mcoms on their profile?
Customers can request to access their personal information through PIAR.
Tell Customer:
Where can you find resources on APA?
Bweb, The customer-centered commitment
How many days after opening their account do customers have to wait to issue bank drafts?
2 business days
According to the FCAC regulations, $100 must be made available per cheque negotiated for personal customer. Under what circumstances can we refuse the access to $100? (hint:6)
- 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.
What MUST be disclosed when going over the Information Box for credit cards? (hint: 4)
- All interest rates
- The date when interest accrues/grace period
- All non interest fees
- Minimum Payment requirements
What are the 4 entities that are covered under CDIC?
1. The Toronto Dominion Bank
2. The Canada Trust Company
3. TD Mortgage Corporation
4. TD Pacific Mortgage Corporation (not available in
What products are eligible for APA? (hint:4)
- credit card preapproval (activation)
- ODP/PODP preapproval (activation)
- account changes
- credit limit increase >$7000
What are the cash limit for non customer transactions?
Cashing federal cheques - $1,750
Bills (including OFI credit card), cash/coin exchange, sales of commemorative coins, cash foreign exchange - $2,999
Cash deposited to TD accounts, mortgages, credit card - $9,999
What is the purpose of CVS and what items can be sent for verification? (hint: 6)
CVS is to verify the legitimacy of the cheque NOT for guaranteeing funds.
These conditions must be must to be sent for verification:
- cheque is a minimum of $10,000
- In CAD or USD currency
-cheque is payable to the registered name on ECIF
- cheque is issued from a business account
- Issuer originates from Canada or USD
- appropriate/full hold is lodged on the account
What is the document you must provide to client when issuing an access card and what sections we must review with them? (hint:7)
Easy Access Customer Confirmation
Section 5: Card and Pin security and confidentiality
Section 7: Your Liability for transactions
Section 8: Our Liability
Section 10: Limits
Section 13: Resolving Disputes
Section 14: Service Charges
Section 31: If you have a complaint
What do you do if you suspect that cx may be a potential scam victim?
What is the filing requirement for the credit card products?
Scan with a coversheet and held for 30 days and sent to iron mountain
(service team will file the APA with the credit card documents in the credit card folder located in M12)