MCE Meeting

Master of Operations

100

Which items will CVS accept for submission?

• Cheques
• Other Financial Institution (OFI) drafts
• OFI certified cheques

200

What does is CVS and what does it do?

• CVS verifies the authenticity of a cheque/negotiable item by completing a thorough review to identify potentially altered or counterfeit items
• CVS does not verify if funds are available, or if stop payments or holds have been placed on the item(s) in question   

300

What conditions need to be met to be eligible for CVS?

• The cheque is a minimum of $10,000 (CAD or USD)
• The cheque must be payable to the registered name on the deposit account (CIF)
• The cheque must be issued from a business account
• The cheque issuer must originate in Canada or USA
• The appropriate hold must be lodged
  Note: Exceptions may be considered for items under $10,000, items not submitted at the time of transaction, or USD items retained in branch but not deposited; follow the applicable exception steps and submit with strong rationale when requesting exception

400

What do you do if you want to CVS a cheque but it's less than the minimum amount?

Exception requests can be submitted for items between $3,000 and $9,999.99 where all other eligibility criteria are met, and it is suspected that the item is altered/counterfeit

500

What is the main ID requirement to cash a Federal cheque for a non-customer?

Two documents* from a reliable source — one of which indicates the person’s name and address and the other the person’s name and date of birth OR

One piece of identification that is issued by the Government of Canada or the government of a province and that bears the person’s signature and photograph

BCP Who?

200

What does the Customer Problem Resolution process look like?

Level 1: Complaints received at the first point of contact in the Branch. Engage branch management to support

Level 2: Complaint is escalated to Customer Care 

Level 3: If a customer remains dissatisfied with the decision made at Level 2, they can contact the Senior Customer Complaints Office 

300

What do you do if a customer requests to modify their electronic communication preferences?

Update Customer Electronic Communication (email or text/SMS) Contact Preferences

400

What is the "Senior Code" and where can you find it

TD has adopted the Canadian Bankers Association's (CBA) voluntary Seniors Code to show our commitment to groups of customers who are 60+ by helping keep their money safe, ensuring access to the right financial products and services, and raising awareness about financial issues affecting seniors.

Find on Bweb

OPX POPX

200

What is the red emergency handbook?

• The ‘Red’ Emergency Instructions Handbook contains instructions and forms to be used in the event of a robbery.
• This Handbook must be reviewed periodically and kept up to date. It contains
• Robbery Suspect Description Form 
• Witness Information Form
• Colleagues need to be familiar with what to do during and after a robbery occurs. All colleagues must be familiar with the location(s) of the ‘Red’ Emergency Instructions Handbook. Colleagues must be able to immediately act upon the contents in case of an emergency.

Compliance Pro

100

What is the procedure you follow when a customer reports a privacy event?

What to do if a Privacy Event occurs:
1. Complete the Privacy Event Notification Form immediately upon awareness of a privacy event.
2. Send the completed form to [e-mail]. The Privacy Designate with contact you within 2 business days to provide direction.
3. Real Risk of Significant Harm (RROSH) Assessment may need to be completed as applicable by your Privacy Designates.

Note: Do not delay in notifying even if you don’t have all the information. Provide the additional details when they become available.

200

What is the access to funds requirement?

Access to Funds Requirements stipulate that you must make available for withdrawal $100.00 per cheque negotiated for Personal Customers. This applies to cheques that are drawn on a financial institution located in Canada and issued in Canadian dollars. When a Personal Customer deposits more than 1 cheque in a transaction (either all at once or in separate transactions) you must ensure they receive access to $100 per cheque. S3 has been built to calculate this amount automatically. The Access to Funds field is set to $100 per cheque and the hold amount is automatically prepopulated with the cheque amount(s), less the $100 per cheque.

300

What are the exceptions to the access to funds requirement? (6)

• The account has been opened for less than 90 days.
• The cheque(s) is double endorsed.
• The cheque(s) is stale dated.
• Cheques that are not issued in Canadian dollars.
• Cheques that are drawn on an institution outside of Canada.
• You have reasonable grounds to believe the cheque is being deposited for fraudulent purposes. This could include a sudden increase in the number of cheques negotiated by a Personal Customer without a reasonable explanation.

I <3 Disclosures

100

What are the verbal disclosure you need to tell your customer when switching their account type?

• Account Plan Monthly Fee
• Transaction Limits (if applicable)
• Features and Benefits of the New Plan
• If you have Pay-As-You-Go Overdraft Protection (PODP) or Monthly Overdraft Protection (MODP), it will remain on the account and applicable fees will apply 

200

What are the verbal disclosures you must give your customer when accepting a pre-approval?

• Their Interest Rate
• All fees and rate information will be provided to them in writing when they receive their card
• For TD Aeroplan Visa Infinite / TD Aeroplan Visa Infinite Privilege Applications, tell the customer:
  Your additional cardholder is eligible for the airline benefits associated with [insert applicable card type here]. To access these benefits, your Additional cardholder will need to link their credit card with their own Aeroplan account. Please have them visit aircanada.com/linkmycard.

Ask the customer:

"Do you consent to us providing you with the [name of product] on the terms we have disclosed to you?"