More?
Authentication
Product and procedures knowledge
100
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
100
What can be done in addition to VOICEPRINT for exception high risk
Step-Up Authentication using PhoneCode or One-Time Passcode
100
What is CSO limit for TD points goodwill/Accelerator Rewards Grid?
10,000 points for TD rewards points
1-2500 - Aeroplan Points
200
what information is verified in KYC? Where do you find that information
Legal Name, Residential Address, Personal Telephone Number, Date of Birth, Occupation, Employer Information
-Demographics and CIF MEMP for occupation
200
what is the script for third party disclosure?
This call is recorded for training purposes; to enhance customer service, security and to confirm our discussions with you.
200
Customer overpaid their account and is requesting the overpaid amount back. What procedure should be followed?
Refund Credit Balance
300
What is the script to obtain cx's consent for limit increase of 7000 dollars?
Do you consent to a credit limit increase of 7000 dollars?
300
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
300
Which host screen shows the credit card ATM limit
ACS MPRO
400
what information can be found on MPTI?
Card watch (block), Tiered watch (Block)
date when the block was started
400
If the customer verbally discloses their Phonecode- what is the next step?
- Offer to reset it
- If the customer does not want to reset their PhoneCode, lodge a 90 day G01 MCOM stating "customer aware EasyLine PhoneCode is compromised, declined reset"
400
TD All-Inclusive Chequing Account waives the fee on which cards?
TD Aeroplan Visa Infinite, TD Aeroplan Visa Platinum, TD First Class Travel Visa Infinite, TD Platinum Travel Visa or TD Cash Back Visa Infinite Card
500
For merchant verification what information do you take from the merchant in the beginning of the call?
- Caller’s name
- Company name
500
When Adeptra whispers:
The account number is (card number) we have Mr(s) Customer online
- Customer did not authenticate
Do we require manual authentication?
Manual authentication is not required
500
Rakesha is 19, and just got her first credit card. Calling to 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