Authentication
Customer comes through as VCC - Authenticated with OTP, what type of authentication is this?
Low Risk authenticated
what is the minimum payment for a ULOC?
Minimum Payment Required is the greater of:
Lump sum payments are paid towards what part of the LOAN
what is the principal
CIF ETOT
When a TD employee transfers a call to us and remains on the line, what steps should we take to handle the situation appropriately?
confirm the Agents first and last name, get their ACF2 ID, message on teams with a 4 digit code (you can do any), have them repeat it back, then ask how they were authenticated.
If there are MCOM's referencing 'CTI Only' or 'Verbal Password', how should the customer be authenticated list all that applies?
Either;
what is the Minimum and Maximum for a ULOC?
Min: 5'000
Max: 50'000
A customer reached out on Friday expressing their desire to make a lump sum payment on their loan, as they missed a scheduled payment earlier in the week. What steps can we take to effectively assist them and address their current situation?
what is apply EMPATHY and direct them to the TD customer assistance department.
What Host Screen do I go to make a Lump sum Payment?
CCS PAYT
The customer has requested to make a lump sum payment from OFI. How should we proceed with this request?
certified cheque or draft is required for payment from OFI and the payment will need to be made at a branch
The customer provided two incorrect answers to the Category A questions but successfully answered the Category A exception question. For Category B, the customer admitted they did not know the answer to the first question, yet answered the following question correctly. Based on this information, what type of authentication does this scenario represent?
Failed Authentication, cx failed by not answer first Cat B Question
While speaking with the customer, you advised them to set up a Pre-Authorized Debit (PAD) on their joint ULOC with their partner, emphasizing the importance of staying current on payments and maintaining strong credit. What steps should be taken next to ensure everything is set up correctly?
we can not move forward as you would need to get the joint account holder on the phone at the same time
customer wants to make Make a payment for next month, what is the next steps?
what is a post dated Payment requests
CPA MENUH
When the primary account holder is not on the line, what must be completed before any account information can be disclosed to a third party?
1. Ask If the customer wants you to discuss their accounts with another party, you must obtain their consent:
2. Read the call recording disclosure to any party that comes on the line and would not have heard it during the initial IVR greeting
DVS can accept what type of IDs?
a valid Passport or valid Canadian Driver's License
When a customer says they can’t afford the new ULOC payments and they’re in financial hardship, you should refer them here for further support
What is TD HELPS?
how many payment extensions can a customer make?
what is 2 payment extensions in a 12-month period
What Screen to close and pay off a ULOC?
CPA PCRL
Customer wants to request a refund on a Interest charge, what should we do?
Complete a Relationship builder
The customer mentioned that using the phone channel is convenient for them, as their decline in health makes it difficult to leave their home. Although you completed the authentication process, they were unable to successfully authenticate. What should be done next?
Ref to RO as the customer stated they are unable to leave branch
A customer with an Unsecured Line of Credit is set up on pre‑authorized debit, but the payment does not come out on the 1st of the month due to insufficient funds. What must the customer do and by when to keep the account in good standing?
What is making a manual minimum payment by the 21st of the month to keep the ULOC in good standing?
a customer wants to skips their 2 Biweekly payments for the next month, what do we have to do first?
change freqency to Monthly
what screen to see if customer has ULOC insurance?
GPI EMENU
when sending Proof of Enrollment (POE) what does the customer need?