Account Takeover
CX calls in to inform us that they put their information in a website that had a pop up asking for cx to login to online banking. This should be the first thing that you do after authentication and getting callback consent
What is Lodge a TWL9
We place Auto text#15 and auto text #14 when
What is Dispute transaction claim is being opened and no loss claim
For VP enrolment we cannot accept OTP. We must instead do this
What is Manual Authentication + Full debit card number or CVV2
This needs to be submitted when cx has a chip and pin purchase or ATM cash withdrawal coming out of their debit account. Cx does not recognize this and calls TD. What do you need to submit
What is DPM
What is high risk A
When there is a visa money transfer being reported as fraud by the cx. We use this mark type when tagging transactions on PRM.
What is Referral to ID Theft
Customer does not recognize a transaction for Apple.ca for $350 on their debit card. The transaction was reversed. This is the block code we use when we want to status the card to E
What is EA01a - ACS Compromised - CX Obtain New CRD/PIN
Customer is calling in for a credit card they did not apply for. Customer says they think their ex-girlfriend might have stolen their information and applied for a credit card. What are we following.
What is Fraud Application
This department handles interrupted e-transfers
What is CRT (EL Resource)
Getting this removed Verbal password and getting this removes CTI only:
What is Voiceprint and OTP authentication
In cases where MCOMS say "CTI ONLY" we do not need the phone code if this situation occurs.
What is access card in deposit only status or lost cards
Customer is calling in as they sent an emt but the recip didnt recieve it. E-transfer is deposited. What dept handles this
What is LP
If a customer does not have their card available to answer the Credit Card CVV2 or Access Card Expiry date questions and makes no attempt at the answer we can ask them this question if they fail
What is Credit card CVV2 or Access Card Expiry date
Customer cannot cancel an Interac e-Transfer transaction as the self-serve option to do so is not available. This occurs when
What is when the recipient is on the block list
In cases where MCOMS say "CTI ONLY" we do not need the phonecode if this situation occurs.
What is access card in deposit only status or lost cards
We must authenticate the customer using mobile authenticated acceptable questions and not attempt to use a one-time passcode (OTP) if this occurs.
What is MCOM referencing a lost/stolen device or compromised device credentials
Name 7 types of electronic fraud examples
What is:
Customer has a TD Cashback Credit card with a 12k Credit limit. They have $50 in cashback and they have a balance of 11k on the account and there is a TW30 on it. TW30 is handled by this department:
What is PL&A
There is an e-transfer for $550 that was sent out of the account on feb 1 2023. Cx called and reported it as fraud on feb 3rd 2023. Cx is now calling back on feb 14 2023 to ask where their money is. The agent must do this
What is tell the cx to wait at least 10-20 business days.
Customer is calling td for a TD Cash back Visa card that came in the mail and they do not recognize it. The customer has no bank accounts with TD but customer said they did a credit application yesterday for a line of credit with TD. We do this/follow this procedure:
What is refer customer to branch as customer does not bank with TD.
Primary cardholder added a secondary cardholder on the account. The primary cardholder lives in Burnaby BC and the additional cardholder lives in Toronto ON. There is now a TWL9 on cc. This department handles the call for when the Primary calls in and this department handles the call when the additional cardholder calls in
What is Refer to Branch and what is Senior detection.
this weekend is
What is Long weekend
If a customer does not have their card available to answer the Credit Card CVV2 or Access Card Expiry date questions and makes no attempt at the answer we can ask them this question if they fail
What is Credit card CVV2 or Access Card Expiry date
This is what EMT411 Means
What is when Recipients Interac e-Transfer (EMT) service has been disabled
Cx calls in and say they have a credit limit of $17,000. They currently have a balance of $13,578. They are trying to make a purchase of $1,200 at Best Buy. On MPTI there is a TW21. The agent must do this
What is Transfer to SDA