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 (Access Card Fraud Procedure - 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 type(s) of authentication is acceptable for VBV bypass transactions
Any type of exception high risk authentication
In cases where MCOMS say "CTI ONLY" we do not need to CTI authenticate if....
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).
Agent MAY use standard authentication
When there is a WALA transaction 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
What is the maximum monetary amount we can give to customer's without RO approval when they request compensation?
$25
What screen on gateway do we check when a Private Banker is calling?
CIF EAMC
What is CW30?
Reissue declined (transfer to credit department)
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 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 types of transactions
What is ATM cash advances with fraud loss and POS 05 (chip and pin) with fraud loss
In what situation can we disclose the credit card number....
(Hint: Disclosing account numbers procedure...)
NEVER
Name 3 situations when we cannot OTP authenticate customers
Customer says no
Customer does not have Easyweb/registered for authentication hub
MCOM referencing Lost/Stolen Device
Number does not match security profile
Name 3 types of electronic fraud examples
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 fraud status
What is EA01a - ACS Compromised - CX Obtain New CRD/PIN (No loss)
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)
This department handles interrupted e-transfers
What is CRT (Easyline)
Name the 5 types of high risk authentication..
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
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. What will we do?
What is refer customer to branch as customer does not bank with TD.