HOST
How to check account maintenance history?
CPA MENUH › Selection 2
What is your fee reversal limits per customer profile?
$96
Where can you see the updates for Easyline and procedures?
CCweb Home › Contact Center Circulars & Procedure Circulars
You got a call transferred to you and it said customer is Valid Debit Card Authenticated, can you reset phonecode for customer?
Yes
What is the MCOM category code for High Value Customer if they failed authentication with you, and there is a failed authentication G01 MCOM on file in the last 90 days?
A10
What is the Account Message Enquiry screen?
CPA EALL
Customer speaks Spanish and requires translation
Products & Services › Day to Day › Day to Day Home › Telephone Translation Services
Cx wants to speak to manager. Where can you find the procedure?
Products & Services › Day to Day › Complaint Handling / Security › Handling Complaints Process - (Canadian Banking)
What language(s) is VoicePrint available in?
English & French
How do we exception high risk authenticate a customer who only has one mortgage account and come in as Unauthenticated?
We cannot exception high risk authenticate the customer
What do you do when procedure asks you to "Jump into the branch of account", but the br is closed or merged?
BIF ENQY – PARENT RPT#
There's a Gateway phone mismatch message. Customer is OTP authenticated with access card #, we can increase their CNP limit. True or False?
False (Step-Up Authentication using VoicePrint or PhoneCode is required)
Where to check current customer offers & campaigns?
Customer Experience & Advice › Advice & Sales › Ready Advice Resource Centre › Campaigns & Programs
You can complete an address update with the son, if the mother (cardholder) is high risk authenticated and they've provided consent to the Third Party Permission. True or False?
False
This is the disclosure that you would read when there's another party comes on the phone. True or False?
"This call is recorded for training purpose; to enhance customer service, security and to confirm our discussions with you."
False, "purposes"
The screen that shows POA info, except CIF ECOM / CIF MCOM
CIF EASN
What do you do when you receive a "system error - Do not Enter" message when closing a core account?
What is the system that we use for sending customer a link to a digital banking tutorial or a link to the App store to download the TD Mobile App?
MBO – Messaging Back Office (Products & Services › Digital › Mobile Banking › MBO Quick Links - Sending Links)
Customer is calling to inquire why a cheque that they deposited last week has been returned
eReporting – Chargeback Daily Journal
In what scenario you can tell the customer their Access Card /Enhanced Access Card Numbers?
The HOST screens to check if customer has updated their address, phone number or email
CIF EJNL & CIF MCIF
Declined Transaction Troubleshooting: On TES, What does ARQ declines mean for an online transaction?
Issue with merchant (do not accept visa debit / failed visa verification / customer entered incorrect card/billing info), customer to find alternative method to make the purchase
Where to check branch holiday hours?
North American Customer Operations (NACO) › Operations › Operations › Operations - Statutory/Civic Holiday Hours
What is the code on ACS EHACS if customer locked their card from TD Mobile app
CZ
What is the hotkey for CIF MCOM
Alt – O – M