More?
Authentication
Product and procedures knowledge
Product and procedures knowledge
Authentication
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
100
What is TW30? What are situations that we may use it?
Reissue decline
A customer is requesting an early reissue of their card, including cards expiring within 3 months and the customer will not be able to receive the card
A customer's card has expired, and they have not received a new card due to a Reissue Decline (RD) status
A customer's card has a Closed (CL) status and they want to reinstate the account
100
If there are MCOM's referencing 'CTI Only' or 'Verbal Password' How do we authenticate the customer? Do we also need the 'verbal password'?
- VoicePrint
- One-Time Passcode
- Phone Code
- Mobile Authenticated
No we do not need the verbal password
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
-CIF MCIF, 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
200
Customer forgot their pin for their First Class Travel credit card, can you follow the pin maintenance to help the customer hear the pin?
No. Only USD credit cards can hear/change/unblock their PIN through the IVR.
200
Customer is calling in to do a product transfer and a credit limit increase, which one do we do first?
Complete the increase first and then proceed with the product transfer
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
If the call comes in and you see VCC – Authenticated with OTP (on Gateway Headstone) what does this mean? and how can you exception high risk this customer?
This means the customer just entered in their Credit card number and already did OTP. We must get their access card # or CVV2.
300
Which host screen shows the credit card ATM limit
ACS MPRO
300
Customer failed Phonecode, do we refer to branch or can we proceed with another method of authentication?
We can proceed with another method of authentication. However we need to pay attention to the procedure if it is exception high risk.
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
400
Call comes in: VDC - Authenticated (or Valid Debit Card Authenticated)/VDC – Authenticated with OTP. How do we proceed?
No further authentication required.
500
For merchant verification what information do you take from the merchant in the beginning of the call?
- Caller’s name
- Company name
500
what level of authentication is Voiceprint and CVV2?
Nothing! only voiceprint with OTP or Phonecode is exception high risk
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