Authentication
Voiceprint Enroll/Unenroll
TD ASAP/IVR Authenticated
Procedural Awareness
All Things Disclosures
100
A caller must be ___________ before disclosing any account information or giving permission to another party to speak on their behalf.
Authenticated!
100
TD VP Enrollment can only be completed on what type of calls?
Inbound!
100
What is the first thing to ask for when you receive a call from a customer who is TD Asap/Omni Dial verified?
Their full Name!
100
Voiceprint authentication supersedes what?
Account Password & IVR Authentication.
100
Blue Bold disclosures must be read _______?
Verbatim!
200
Hang ups are considered ______ and the profile should be ______?
Failed Authentication and the profile should be locked.
200
What do you do if a 3rd party is speaking during the call and you're trying to enroll the customer in VP?
Hit VP Reset to start capturing the net audio for the customer.
200
What top 2 irritants for our customers does TD ASAP address?
Authentication and Wait Time!
200
What 2 responses can we not accept when receiving Category B answers?
Transactions less than $20 or ACH Trial Deposits!
200
Black Bold means you must not change the _______ of a disclosure?
Meaning!
300
You ask a specific authentication question and receive an unrelated answer, but that answer is related to another potential question. What do you do?
The answer cannot be used for current or subsequent questions.
300
What do we do if a customer fails VP twice?
Refer to Branch and place a note on the account.
300
What codes indicate a customer was IVR Authenticated?
AP & CP!
AF & CF mean the customer did not pass IVR Authentication and manual authentication is required.
300
Customer calls in with a name listed as John Robert George Stanley, what do you need to receive to remain compliant?
John Stanley!
300
Standard data and text rates may apply. Do we have your permission to do this?
What are acceptable responses?
"Yes", "I consent" or "I agree".
400
Customer misunderstands the Cat A question you just asked, what is the best way to avoid failing compliance during this process?
Fail the question and move on!
400
What do we send all new TD VP enrolled customers?
A letter confirming the enrollment!
400
What do you do if a customer calls in IVR Authenticated and there are multiple red flags? Do you ask the one Category A question and move on, or do you proceed with additional authentication questions?
You proceed with additional authentication questions!
Suspicion that you are not speaking with the customer is a perfectly acceptable reason to proceed with full manual authentication.
400
Customer calls in and is talking on speaker phone, you specify that VP will not be able to pick up the voice while on speaker phone and ask that they turn it off. You've just failed compliance on this call, how?
You confirmed the customer had VP prior to completing successful authentication!
400
If a customers answer to a disclosure that requires a clear answer is "mhmm", what should you do?
Ask the customer "May i take that as a Yes".
500
What are acceptable responses to the following question....
Please tell me what other type of accounts you have with TD Bank?
Acceptable Responses:
Type of Product (Checking, Savings, MMK, etc.)
Product Name
No Additional Products
500
What are the 3 acceptable responses a customer must answer with when enrolling in VP?
"Yes", "I consent", or "I agree".
500
What do you do if the last maintenance date in IVR Authentication section is less than 10 days?
Continue with Full authentication!
500
When a customer hangs up it is considered what? What do you do afterwards?
It is considered failed authentication and the profile should be locked.
500
Customer wants to unenroll in TDDCA, so you proceed with playing the automated disclosure. When you transfer the customer into the automated disclosure, you notice the first few words were cut-off, what do you do?
Play it over in its entirety!