More?
Authentication
Product and procedures knowledge
Product and procedures knowledge
Authentication
100
Can the primary card holder activate the additional Card Holder Card?
YES
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 the requirement to do a cash advance correction?
Send the payment back to the Credit card
100
What Screen we can cancel a card request? and how may days do we have?
RCRD, Must be same day and card status must be O (Outstanding)
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
-C3
200
what is the script for third party disclosure?
Your call may be recorded for training and security purposes, to enhance your experience with TD, and confirm our discussions with you.
200
What type of authentications is required for requesting a Credit Card?
High Risk Authenticated
200
What TSYS Screen to check if the CX Credit Card is linked to their All-Inclusive cheq account?
IARI
200
Customer is calling in to do a L/S and a credit limit increase, which one do we do first?
Complete the increase first and then proceed with the L/S
300
What is the script to obtain cx's consent for limit increase of $7000?
Do you consent to a credit limit increase of $7000?
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 TSYS screen to check to determine if the customer has increased the limit in the last 60 days?
Go to VSA / CRED in HOST (in the "date limit changed" field)
300
Can an additional card holder remove an additional card holder?
NO, only primary can remove an additional card holder or an additional card holder removing themselves
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
If CX misplaced their Credit card what can we do?
Put a CW35 Block on the CC after they confirm the last 5 trans on the CC
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
What's the min redemption of cash back rewards for pay down balance?
$25 for Pay Down their statement balance
$1 for Pay off their purchase
400
Call comes in: VDC - Authenticated (or Valid Debit Card Authenticated)/VDC – Authenticated with OTP. How do we proceed?
No further authentication required.
500
Where do we have to confirm the last 5 trans on the CC before doing L/S? and why?
WFRD
Because only on WFRD you can see attempted and declined transaction
500
what level of authentication is Voiceprint and CVV2?
Nothing! only voiceprint with OTP or Phonecode is exception high risk
500
Where can the CX redeem their TD reward points?
Book Travel your way
TD Expedia
Cash redemption
TD Rewards
Amazon Shop with points
500
Can a power of attorney make a payment to a CX credit Card?
Yes, After they are fully authenticated
500
If CX failed manual authentications and they want to reset Easyweb Password, what should be done next?
Follow DVS workflow