Authentication
If we get this we no longer need the verbal password which the customer set up on their account
What is Voiceprint
Customer was scammed and provided someone claiming to be TD access to their online banking by letting them remote in and take over their computer. We must follow this process for the customer
Account takeover (Electronic fraud)
we look for on PRM to determine if we must cancel the Neptune call
PRM Actions tab for "Alert Delete" with "AB Skim Queue"
We manually place this block on the card if the customer needs to use their credit card but there is fraud on it (card is still in customer's possession)
What is CW08
This is required for VBV bypass transactions
What is High Risk Authentication
In cases where MCOMS say "CTI ONLY" we can manually authenticate instead if card is in the following status
What is access card in deposit only status or lost cards (Ensure to call RO first to confirm)
When there is an email money transfer transfer being reported as fraud by the customer. We use this mark type when tagging transactions on PRM.
What is Referral to ID Theft
This Host screen is used to check for any full holds, partial holds and freezes on the bank accounts
CPA MenuC (press enter) or CPA EALL
These are the TSYS screens we check first when customer calls in saying card is declined
What is WFRD and MPTI
This department handles interrupted e-transfers
What is CRT (Easyline Resource)
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 subsequent questions
What is Credit card CVV2 or Access Card Expiry date
For lost or stolen cards, if the customer cannot pass verification, or if it is not the customer calling in this is what we should do
Do not state the card is blocked; place a block on the customer's account and advise of the non-liability of fraud at TD and confirm appropriate steps have been taken
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
This is the only time we need to complete a claim form when one of the following types of transaction(s) are being reported
What is ATM cash advances with fraud loss and POS 05 (chip and pin) with fraud loss
There is a cash advance for $550 that was withdrawn from the customer's account on April 1st 2023. Customer called and reported it as fraud on April 3rd 2023. Customer is now calling back on April 14th 2023 to ask where their money is. The agent must do this
What is tell the cx to wait 10-20 business days. (Offer claims department phone number as well and advise customer to call claims department if they do not receive an update after 20 business days)
Mobile authentication: 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
This department deals with a fraudulent cheque being debited out of the customer's bank account
If Cheque posted within 2 business days: Transfer to Easyline department.
Transactions posted greater than 2 business days need to be referred to the branch as signed documentation is required.
When a customer is a Possible recipient of fraud funds this department assists them
Loss prevention
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 TWL8. The agent must do this
What is Transfer to SDA (Senior Detection)
Easyweb Password reset can only be done with these types of authentication
TD Voiceprint, Phone code or OTP only
Name 5 ways we can high risk authenticate
What to do for each situation if in PRM it says:
1. Reference number left and customer is NOT travelling..
2. Reference number left but customer is travelling and unable to retrieve..
3. Reference number NOT able to be left (due to VM being full/no VM available/ outside calling hours)..
1. Agent will advise them to check voice mails and call back or to visit their branch.
2. Agent will pass call off to Resource to assist customer further.
3. Agent will high-risk authenticate call. IF customer does not pass high-risk authentication, call will be transferred to Resource.
We can disclose the access card number in the following scenario(s)
This is when we add a TWL7 onto a credit card
What is Fraud application
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. We do this/follow this procedure:
What is refer customer to branch as customer does not bank with TD.