AUTHENTICATION
This MCOM trumps a client who is Voice Print Authentication
What is "Accept CTI Only"
This screen is best used to view current or past statements
What is IAPS
There is one specific company we cannot process a BOAT for
What is MBNA (MBNA is owned by TD therefore we cannot process boats to those cards)
This is where you can see when a credit card is secured or not
What is the Account tab
This is how we get to the Activate Card procedure..
What is under Open/Closing and credit, Under Open, Option #2
We use these questions when we cannot ask any more Cat A or B questions
What is Exception (Cat A or B) questions
To cancel a Card request we go to this screen
What is RCRD
This Procedure requires you to get Expiry date or CCV2
What is Activate card
This is where we can find the rewards balance for cx
What is the Account tab towards the bottom
Cx would like to redeem points for Aeroplan. We must do this
What is Transfer/tell cx to contact Aeroplan
Cx must get this right before we move on to this
What is Pass 1 Cat A to move on to Cat B
To check what type of recent maintenance was done on an account we refer to this screen
What is CIF EJNL
On Tsys, we use this screen to run the "Penny Test"
What is WMAT
We can go to this tab in Pega to see whether cx has a PAD or not
What is the Summary Tab under Payment History
This is how we get to the Pin Maintenance Procedure
What is Card Delivery, Alerts & Statements, Under Card Delivery, Step #2
Cx only has credit card with us. We can ask these Cat A questions
What is "OTP" and "please tell me one other account"
When filling out the dispute form for the cx, it asks us for a reference number which we can locate from these two screens..
What is IAPS and IACT
Cx has an all inc account and a FC Travel card that is still being charged the annual fee. This is the procedure we can follow to help the cx rectify this issue
What is Update bank account service plan
We can go to this screen to check for emerald flex rate qualifying rates for customers
What is the Summary tab under "Qualifying Emerald Interest Rate"
This is where you can find the procedure to remove "RM" Status
What is Card Delivery, Alerts & Statements
step #7 under Statements
These are the 5 types of High Risk authentication
TD VoicePrint
Valid Debit Card Authenticated (or PhoneCode with Access Card # or CVV2)
One Time Passcode with Access Card # or CVV2
Mobile Authenticated with Step-Up Authentication (as indicated in Mobile Authenticated procedure flow)
Manual Authentication Questions with Access Card # or CVV2
IAED shows the way a card was delivered. N = Normal 7-10 days, X = 2 bus day rush. Express same day deliver code is this..
What is O (Branch open til 8 pm, GTA Only)
Cx would like to Combine/Split a TD US Dollar Card. We go to the procedure and tell the cx this...
What is USD Dollar Cards are not eligible for combine/split
CX wants a cheque for cash back dollars. The procedure tells you to follow the Cash back redemption workflow, but if we do the cheque will not be sent out properly. Instead we follow this workflow..
What is Bring Forward, Cash back redemption dollars cheque
Cx wants to speak to manager. This is where you can find the procedure
What is Privacy & Call Handling
Step 3 under Call Handling