More?
CW18 on customer account. Can the cx still make POS/chip and pin purchase?
System generated; refers transactions except for CHIP-PIN, Tap and minor online transactions; suspicious activity
What can be done in addition to VOICEPRINT for exception high risk
Step-Up Authentication using PhoneCode or One-Time Passcode
What is CSO limit for TD points goodwill/Accelerator Rewards Grid?
10,000 points for TD rewards points
1-2500 - Aeroplan Points
Customer phone number is incorrect, they are not able to login to easy web. What’s your next step?
Two-Step Verification Reset
When and how do you read the third party disclosure?
When the third party comes on the phone, you must disclose that the call is being recorded before proceeding and it should be read verbatim
Customer overpaid their account and is requesting the overpaid amount back. What procedure should be followed?
Refund Credit Balance
A Personal cardholder calling from Brazil requires a PIN for their Canadian TD Credit Card. How would you help?
Customer Out of Country (Contact Resource)
f the customer is VoicePrint authenticated and there's an MCOM stating 'CTI only- what should you do ?
The customer must successfully pass PhoneCode authentication in addition to VoicePrint
Which host screen shows the credit card ATM limit
ACS MPRO
Name scenarios where you can test a Card Authorization for cx
A merchant’s point of sale (POS) terminal is displaying a decline message and Credit Cards does not see a decline
The account has recently been activated or re-aged and the customer wants to ensure the card can be used
A status code has just been removed by a Specialist
If the customer verbally discloses their Phonecode- what is the next step?
What information is required to add Employee Pricing?
payroll number in the EMPLOYEE # field.
When can I update a customer's name? Name 2 scenarios
*Incorrect Salutation (ex: Mrs. / Mr. / Miss Etc.)
*Name is misspelled (ex: Jean is keyed in as Jaen, Tawnya is keyed in as Tonya Etc.)
*Customer’s given name is inverted (ex: Mark Edward is keyed in as Edward Mark- includes hyphenated names)
When Adeptra whispers:
The account number is (card number) we have Mr(s) Customer online
Do we require manual authentication?
Manual authentication is not required
Rakesha is 19, and just got her first credit card. know what she needs to do to avoid paying interest. What would you tell her?
Tell cx billing cycle date, eg. 4th of every month. There is 21 days grace free period. By paying your balance in full before statement due day you will avoid interest