Authentication
How would you respond after the customer has given you an answer during the authentication questions?
"Thank you" is the only acceptable response
What procedure do we use to Authenticate a customer?
Authentication Procedure
What is IVR authentication?
Phonecode
How many TD Travel Rewards Visa cards do we have?
3 - First Class Travel Visa Infinite, Platinum Travel Visa, Rewards Visa
What is Natasha's favourite animal ? -
Lion
When can you ask authentication exception questions?
When CAT A are exhausted, you would go in Cat A exception questions. Then you need to go back to standard CAT B. If exhausted, you would go to exception CAT B.
What procedure do we use when a customer calls in to replace their credit card because it is misplaced?
Lost/Stolen
What are 2 questions you can ask the customer to high risk them during manual authentication?
CVV2 or active access card number
What is the interest rate on the Cash Back Infinite Visa card for Purchases and Cash (Rest of Canada except Quebec)?
Purchase: 20.99%, Cash: 22.99%
When a customer calls in inquiring about Balance Protection Insurance on their visa - what do we do?
Refer them to Balance Protection Insurance (BPI) - number is located in COMMON NUMBERS
Our customer gives the phone to his son so that he can help. What do you need to do ?
Ask to speak with the customer before proceeding with the son on the phone.
Read Third Party Permission word for word and read agreement
Speak with the son
Read Taped Call Disclosure.
What procedure do we use when a customer has overpaid their credit card and is in a credit balance?
Credit Balance Refund
A customer calls in through their mobile app and wants to do a High Risk Transaction - what are the 4 ways you can High Risk verify the customer?
What are the credit cards that have no annual fees?
Cash Back Visa, TD Rewards Visa, Green Visa (no longer offered, Grandfathered)
If a customer asks questions about the Flight/Trip Delay insurance that they have on their First Class Travel Visa Infinite card, what is your response?
Refer them to Global Excel Insurance (number is located in Product Chart)
What are the 4 types of authentication?
Mobile
IVR
Manual
Voiceprint
What procedure do we use when a customer has misplaced their credit card and wants to lock it temporarily?
Add/Remove Status Codes
Voiceprint is the highest form of authentication UNLESS ...????
Customer has an MCOM that says PHONECODE/CTI ONLY
How many Infinite Visa Cards do we carry?
4 - First Class Travel Visa Infinite, Cash Back Infinite Visa, Aeroplan Infinite Visa, Aeroplan Infinite Privilege Visa
What chequing account waives the annual fee for a TD Premium Visa card?
All Inclusive Banking Plan
What are the steps to authenticate the customer through IVR
Conference the client in the Easyline IVR using Gateway.
Enter the valid access card number of the client and hit ok.
If the Phone Code is correct, the IVR will say "Thank you"
Release the IVR on the hardphone :
Hit More on the phone
Hit Conference
Remove the IVR from the conference list.
If a customer has a G01 that says "Failed authentication" in the last 90 days, and they fail authentication with you right now - what do you do?
Refer to branch, leave A01 that says failed authentication that remains for 1 year
What kind of visa would we recommend if a customer is carrying a balance and is looking for help on their interest rate?
Emerald Flex Rate Visa
What is Glenn's favorite sport?
Baseball