Authentication
How many times can we resend OTP to customers?
2
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 place Autotext #15 and Autotext #14 in PRM when..
What is Dispute transaction claim is being opened and what is No loss claim
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
Which types(s) of authentication is acceptable for VBV bypass transactions?
Bonus points: NAME THEM ALL
In cases where MCOMS say "CTI ONLY" we can manually authenticate instead if card is in the following status(s)
What is access card in deposit only status or lost or stolen or fraud
("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)")
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
The maximum amount of time we can place a CW10?
60 days
We do this when PRM says reference number NOT able to be left (due to nature of the queue)
Refer to Resource
When customer comes through adeptra are they authenticated if it says this?:
The account number is (card number) we have Mr(s) Customer online... Customer did not authenticate
Further authentication is not required (unless completing a high risk/exception high risk activity) when Adeptra whispers
What is an intercepted e-transfer
Customer authorized the sending of the funds however the transfer was deposited by someone other than the intended recipient
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"
This is when we can disclose the credit card number to the customer...
BONUS: This is when we can disclose expiry date on the debit card...
Never!
What You Cannot Disclose
What type of authentication needs to be done to reset the customer's Easyweb?
BONUS: what about for Easyline phonecode?
Exception high risk authentication
In what situations can we not OTP authenticate customers?
Name 3
Customer says no
Customer does not have Easyweb
MCOM referencing Lost/Stolen Device
Phone number isn't on security phone number list
Customer is traveling and does not have access to phone number
Name the types of electronic fraud examples
(Name 3)
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 saying they will make a large purchase. Their credit limit is $10,000 and they have overpaid their credit card but $3000 so now they have $13,000 available. The purchase is for $12,000. Customer wants to ensure the transaction goes through so we do this...
Leave a free hand note on Pega.
(Do not leave cw03 on account as customer has overpaid their credit card)
This department handles interrupted e-transfers
Easyline (CRT/ EL Resource)
Name 5 types of high risk authentication
1. Voiceprint passed
2. Manual Questions A+B with ACS # or CVV2
3. CTI/Phonecode + Full debit card number or CVV2
4. Mobile authenticated
5. OTP + Full debit card number or CVV2
BONUS: Name all the types of exception high risk authentication
This department(s) 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 follow cheque fraud procedure and to referred to the branch as sign documentation is required.
When a customer is a Possible recipient of fraud funds this department assists them
Loss prevention
How would you status the card for fraud application
TWL7
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.