FPOC
Inquiry or Complaint?
Customer: "I have a bank account at the Rochester, NY Branch but I heard they are closing. Why is that?"
Inquiry
Are we able to remove interest from a Customer's account if they are requesting to do so?
Yes
What is the LEI goal?
74.1% (75% starting in April)
What is the first step that we should do when refunding a fee?
Review the OD notice and provide transaction(s) that resulted in the fee(s)
A Customer is 21 and decides to open a TD Complete Checking account. Will they receive a monthly maintenance fee?
No, monthly maintenance fees are waived for Customers aged between 17-23 for TD Complete Checking accounts.
Inquiry or Complaint?
Customer: "Every time I ask for fee refunds, I get denied. But when my friend calls in, they are always approved. I feel like I'm being discriminated against. Can you please review my account to see if I can be refunded?"
Complaint
Are we able to change a TD Essential Checking to another checking account type if Customer requests?
No - the current TD Essential Banking account must be closed, and a new checking product opened.
Are we required to say the LEI closing when transferring calls to a different department?
Yes
What should we do if the Customer refuses to have the OD Service Relay sent to them?
Offer option(s) where the Customer can find more information about overdraft services:
Provide steps on how to review OD services on our website OR advise they can visit branch for more info.
What's an account type we currently offer that waives stop payment fees?
TD Beyond Checking
What procedure would we refer to if Customer is stating that an account or other product/service was opened without their authorization?
Core - Handle Complaints
Can we update an address for a CD over the phone?
No, we must refer to Store to update any contact information for CDs.
What is a passing LEI score?
9 or 10
Your Customer is changing their OD preference via Online Banking and asks you when the change will be effective. What should you say?
Advise the enrollment status and effective date will be displayed at the time of the change.
True or False?
The TD Beyond Checking only reimburses one FREE domestic outgoing wire fee per statement cycle.
False - The TD Beyond Checking reimburses one FREE outgoing wire fee per statement cycle (domestic OR international)
Inquiry or Complaint?
Customer: "I visited the branch yesterday to get a debit card but they were unable to print one out on the spot. Can you mail me a new card?"
Inquiry
What are the ONLY account statuses that we can update contact information on?
Normal and Closed
How many attributes are contributed to our LEI surveys?
5 attributes
For an OD fee - If Ovation shows $0.00 for "Amount available for refund", can we override our own credentials?
No - We must escalate to Leadership as this would mean they are not eligible.
What is the required minimum balance to open and maintain a CD?
$250
Customer called in frustrated about recent OD fees thats been applied to their account. They immediately request to speak with a Supervisor.
What are the steps we should take on this call?
Immediately apply empathy and attempt to de-escalate by providing a "can-do" attitude to see how we can help regarding the fees.
Once Customer is authenticated, fill out complaint tracker and start the fee refund process.
If Customer is still adamant about speaking with a supervisor, we can then notate the account and cold transfer to WOW! Support.
What should we do if a Customers wants to update their contact information on an account in No Chk status?
Refer to Service Messages and Fraud SM guide for next steps. As the account must be in Normal or Closed status only, we must first resolve the No Chk status.
Once the No Chk status is removed, the Customer can follow back up with us to then close the account.
Name the 5 attributes contributed to our LEI surveys.
For OTHER fee types such as paper statements fees or maintenance fees, how do we determine if the Customer is eligible?
By reviewing the fee refund history. The Customer is eligible if the same fee type has not been reversed in the past 12 months in Ovation Fee History.
If Customer is outside of our TD footprint and wanting to close their CD with a balance, what should we advise?
We can advise Customer that a written closure request can be mailed.