AML/PRIVACY
Steph opened her first account with TD on Friday. She can't proceed with these transactions until this day
What is:
Bank draft
Wire
Wednesday
TD Minimum Chequing account is free for...
clients who are beneficiaries of the RDSP, receive GIS, students enrolled in full-time post secondary school
FCAC does this
What is:
They are an independent body, established by the federal government to protect and educate consumers on financial products and services
Members covered by CDIC
What is:
The Toronto-Dominion Bank
The Canada Trust Company
TD Mortgage Corporation
TD Pacific Mortgage Corporation (not available in Quebec +1 point)
During emergencies, you call them first
What is:
Police
Transactions we can do for non-cx at this limit
Bill payments including credit cards
Foreign Exchange
Cash and coin exchanges
Sale of Commemorative coins
Commemorative coin transactions are limited to $1,500 CAD equivalent per day. The other Non-Customer transactions listed above are to be within $1500 CAD equivalent per day, but up to a maximum of $2999.99 CAD equivalent per day with a supervisor approval when necessary
We can refuse to open an account when...
What is:
account used for illegal or fraudulent activity
suspicion of material misrepresentation
cx harasses or is abusive to other cx and staff
cx unable to meet KYC/ID requirements
Letter of Refusal must be provided (bonus if able to provide form number)
TD's commitment to offer a low-cost bank account
TD Minimum Chequing Account, which features:
unlimited deposits
use of a debit card
ability to write cheques
low monthly fee
monthly statements
ability to setup PADs
free cheque image return or online cheque image viewing
at least 12 free debit transactions per month
These accounts are insured by CDIC
What is:
Chequing and Saving Accounts
Foreign Currency Accounts and Investments
GIC
Term Deposits
Certified Cheques
Bank Drafts
This is located towards the left when walking into the vault, and activated by (use gestures)
What is:
silent alarm, point upwards
EPC Tool (Full name and when do we use this)
Enterprise Permission Centre
when clients want to unsubscribe from marketing or other communications from TD via email
Customer wishes to see comments lodged on their profile
fill in PIAR (personal information access request form), bank has 30 calendar days to respond
Rules to cashing government cheque (federal and provincial)
federal:
$1500 or less per cheque, no suspicion of funds used for criminal activity or altered cheque
1 piece ID with signature or photo from part A or B; 2 pieces from either part A or B; 1 piece from part A or B and recognizable by local representative/TD cx in good standing
Provincial:
$2000 or less, not drawn on Impress account, no suspicion of funds used or criminal activity, cheque not altered
2 pieces of ID, one bearing signature and photo
Categories insured by CDIC
What is:
Deposits in one name
Deposits in more than one name
Deposits held in trust for another person
Deposited in registered accounts
Funds in Mortgage Tax Accounts
IRC Phone number
1 866 424 8463
Things to disclose when opening new accounts/changing accounts
Terms and conditions
Rights and obligations
Service charges
Borrowing costs/interest charges
Interest rates, and how these are calculated
Relevant policies (e.g. our Hold Funds policy)
How the customer will be notified of any changes, e.g. an increase in charges
Our Customer Problem Resolution Process
Name the form that prints out when we open a new ACS card and the sections that we must review and discuss (extra points if you can name each section word for word)
What is:
EasyAccess Customer Confirmation and Cardholder and Electronic Financial Services Terms and Conditions
Section 5: Card and PIN Security and Confidentiality
Section 7: Your Liability for Transactions
Section 8: Our Liability
Section 10: Limits
Section 13: Resolving Disputes
Section 14: Service Charges
Section 31: If you have a Complaint
Show me TD's ID list and the government ID list. Name one ID that we can use under the government ID list but not for TD
credit card
The CDIC sign and brochure can be found in these locations
Bonus: The most recent version of the CDIC Brochure is dated...
What is:
at each public entrance, in the main cx areas, and on ATM's if not shown digitally
Brochures can be found on the legal wall
Robbery Procedure
What is:
Report a privacy breach (full 500 points if able to provide ALL information)
Complete the Privacy Event Notification Form immediately upon awareness of a privacy event. Send the completed form to TD.PBDEGCOps@td.com. The Privacy Designate with contact you within 2 business days to provide direction
We must provide and go over this for new credit card (pre approved and new applications)
What is:
Print the Information Box, dicsuss
• All interest rates
• The date when interest accrues/grace period
• All non-interest fees
• Minimum Payment requirements
In addition:
All fees and rate information will be provided to them in writing when they receive their card
For TD Aeroplan Visa Infinite / TD Aeroplan Visa Infinite Privilege Applications, tell the customer: -your additional cardholder is eligible for the airline benefits associated with [insert applicable card type here]. To access these benefits, your Additional cardholder will need to link their credit card with their own Aeroplan account. Please have them visit aircanada.com/linkmycard.
Disclose the sharing of information with Aeroplan for the TD Aeroplan visas (TD Aeroplan Privacy disclosure)
The rate for Emerald Visa is applicable to them only
Explain TD's Hold Funds Policy (in branch vs ATM/mobile deposits) and Access to $100. These can be refused when...
In branch:
accounts less than 90 days old - 5 business days (no $100 access)
accounts over 90 days old: ($100 access per cheque, CAD only)
equal or under $1500 - 4 business days
over $1500 - 5 business days
USD drawn on Canadian FI - 5 business days
USD drawn on US FI - 15 business days
Fxn - 30 calendar days
ATM/mobile:
accounts less than 90 days old - 6 business days (no $100 access)
accounts over 90 days old:
equal or under $1500 - 5 business days
over $1500 - 6 business days
The total amount covered by CDIC in this example
Bonus: how can you go above and beyond for Steph
What is:
Steph ($100k)
Steph and Pinya ($100k)
Steph, Pinya, Perry ($100k)
RESP (Wilmer $20k, Gabby $25k, Gurp $50k, Roop $100k)
TFSA: $50k
RRSP: $100k
GIC: ($100k TD Bank, $100k TD Pacific Mtg, $100k Canada Trust Company)
Total: $945k
procedures for receiving/releasing/putting away precious metal order
dual custody
record in incoming securities book (the order number, cx name, and 2 staff to initial)
during business hours, keep in compartment that is under dual custody but not under time lock
notify client to pick up within 15 calendar days, otherwise ship back to TD Securities
package to be put back into truck during non-business hours
When releasing package to client, cx must provide email confirmation and go over order number, cx to sign receipt, 2 staff record in outgoing securities book