Authentication
If we get this we no longer need the verbal password which the customer set up on their account
What is Voiceprint
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 department handles interrupted e-transfers
Easyline
Cx calls in and say they have a credit limit of $17,000. They currently have a balance of ($20,000). They are trying to make a purchase at Best Buy. On MPTI there is a TWL8. The agent must do this
What is Transfer to Senior Detection
In cases where MCOMS say "CTI ONLY" we do not need to CTI authenticate if....
Agent MAY use standard authentication IF there are no A01/A10/E01 MCOMS stating Failed Authentication and IVR system cannot be used (IE: ACS in Depo/L/S/Fraud status).
What is the phone number for loss prevention? (Credit and Debit)
DEBIT: 1-866-808-7090
CREDIT: 1-888-347-3261
What is CW30
Reissue declined (transfer to credit department)
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
What screen on gateway do we check when a Private Banker is calling?
CIF EAMC
In Unable to leave reference number scenarios, name the 3 'unable to contact' reasons that allow us to exception high risk authenticate the customer?
1. Voicemail being full
2. No Voicemail available
3. Outside calling hours
This is the only time we need to complete an additional claim form when one of the following types of transaction(s) are being reported
HINT: There are 2
ATM cash advances with fraud loss
POS 05 (chip and pin) with fraud loss
When a customer is a Possible recipient of fraud funds this department assists them
Loss prevention
What type of authentication needs to be done to register the customer for Easyweb? What about Easyline?
Exception High Risk
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.
In what situation can we disclose the credit card number....
(Hint: Disclosing account numbers procedure...)
This is what we look for on PRM to determine if we must cancel the Neptune call
PRM Actions tab for "Alert Delete" with "AB Skim Queue"
Name 5 types of High risk authentication methods...
What is the maximum monetary amount we can give to customer's without RO approval when they request compensation?
$25
TWL7
This department deals with a fraudulent cheque being debited out of the customer's bank account
(Hint: 2 part answer)
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.