Authentication
List the different forms of authentication in order
1. Voice Print
2. Phone code
3. OTP
4. Manual Auth
1. What does KYC stand for?
2. Provide an example of 1 KYC question
Part 1: Know Your Customer
Part 2: Verifying any of the information shown in cx's demographics
TRUE OR FALSE
We can remove a CW15 on file
FALSE
We do not deal with CW15, we would transfer to fraud
When do we read the Third Party Disclosure
As soon as we hear another person on the line
What goes up but never comes down?
Your age
TRUE OR FALSE
MCOM Sates : Accept Verbal Password and CTI only
No further authentication is required due to VP match
False, client needs to provide Phone Code in addition to VP match
Multiple Choice:
How would we know which account type best suits our cx's needs?
1- Ask cx
2- Complete assessment of appropriate product on S3
3- Compare accounts on TD.com and select the account you think is best suitable
4- Complete appropriate product assessment on C3
4- Complete appropriate product assessment on C3
What screen can we check for POA on file?
CIF EASN
When are we able to change CX Legal name on file?
We are only able to change legal name on file when
1. Name is misspelled (ex: Jean is keyed in as Jaen, Tawnya is keyed in as Tonya Etc.)
2. Customer's given name is inverted (ex: Mark Edward *Smith* is keyed in as Edward Mark *Smith*; includes hyphenated names)
Give me a drink, and I will die. Feed me, and I'll get bigger. What am I?
A fire
TRUE OR FALSE
THE FIRST AUTHENTICATION QUESTION COULD BE CVV2
FALSE
You must ask a CAT A question prior to going to CAT B
In which situation(s) would we proceed with a Credit Card Opening even though cx's ID is expired?
1- The ID Verify date on MCID occurred prior to the expiry date
2- There is another ID on file (1 from list A or 2 list B)
What Chequing account waives Premium Credit card Annual fee
1. All inclusive Chequing Account
2. TD unlimited Chequing Account - first year
Cx calls in stating they got charged twice by the same merchant, what is your next step?
1- Advise cx if they contacted the merchant
2- If so, open a dispute
If you drop me, I’m sure to crack, but smile at me and I’ll smile back. What am I?
A mirror
List the Manual Authentication questions from both categories for which we can accept "null answers"
Cat A:
1- ODP
2- One other acct
Cat B:
1- Direct Deposit
2- Pre-authorized debit
3- Recent CC/LOC payment
4- Cash/Cheque deposit
5- ATM, Branch or Cheque withdrawal
What form of authentication is required when adding an additional card holder
Exceptional high risk
Under what circumstances can the Authorized User activate their own CC?
1- If they are receiving a replacement card
2- If they've requested a replacement card due to Lost/Stolen or the account has been changed due to Mass Compromise
3- If the Primary Cardholder has added them as a new Additional Cardholder
**FYI** If an Additional Cardholder was added at the time of the application, only the Primary Cardholder can activate the account. Once the activation is complete, all cards are active and the Additional Cardholder does not have to call.
What's the difference between:
1- Deepen relationship
2- Digital
3- New Business
1- Deepen relationship: limit increases, adding add. chs, Trans product B2/B3 TO B1 , BOAT,
2 - Digital : Online statements and docs, Easyline/Web access
3. NB : Opening of any CC
What can you break, even if you never pick it up or touch it?
A promise
In order to perform Exception High Risk procedures, cx must be authenticated using which method(s) of authentication?
1- VP + Step-Up Authentication (CTI or OTP)
2- Phone Code + Full ACS card number or CVV2 (Valid Debit Card Auth)
3- OTP + Full ACS card number or CVV2
4- Mobile Auth + Step-up Auth (VP, CTI or OTP)
What two screens can we verify pre-approval offers
1. Pega
2. C3
What is the difference between inhibit interest and reversal interest
1. Interest inhibit: to stop or suspend inhibit for a specific month
2. Interest reversal: reverse/credit back a already charged interest
What can cardholder do if knows PIN, wants to change pin but we see MAX PIN Entries at POS machine exceeded
1. TD ATM machine
2. Branch
What's something that, the more you take, the more you leave behind?
A footsteps