PRODUCT KNOWLEDGE
HOW MANY DIFFERENT CREDIT CARDS DOES TD OFFER? CAN YOU NAME THEM?
7- CASH, CLEAR, FLEX, DOUBLE UP, BUSINESS SOULUTIONS, SECURED, FIRST CLASS.
WHAT STEPS DO YOU TAKE WHEN YOU ARE LEAVING YOUR COMPUTER AND CASH BOX?
LOCK YOUR SCREEN, LOCK YOUR DRAWER AND HAVE YOUR KEY ON YOUR PERSON, ENSURE NO CUSTOMER INFO IS LEFT BEHIND.
HOW DO YOU AUTHENTICATE YOUR CUSTOMER?
CHIP+PIN, CHIPLESS/MOBILE PIN WITH ID, OR VALID ID.
WHAT IS DUAL CONTROL?
TWO INDIVIDUALS OPERATING TOGETHER TO PROCTECT SENSITIVE INFORMATION FROM START TO FINISH.
WHERE DO YOU KEEP YOUR KEYS AND COMBOS?
WHAT ARE THREE WAYS TO AVOID A MONTHLY MAINTENANCE FEE ON THE BEYOND CHECKING?
$2500 DAILY BALANCE, $5000 IN DIRECT DEPOSITS, OR A COMBINED DAILY BALANCE OF $25K
WHAT TRANSACTIONS CAN NOT BE COMPLETED OVER THE PHONE?
TRANSFERS, ADDRESS CHANGES, PHONE NUMBER CHANGES, CD ROLL OVER, OLB UPDATES, DIRECT DEPOSIT(PROVIDING ACCOUNT NUMBER)
HOW DO YOU AUTHENTICATE YOUR CUSTOMER OVER THE PHONE?
P.A.N.D.A. (PASSWORD, ACCOUNT NUMBER, NAME, DATE AND AMOUNT OF A RECENT TRANSACTION, AND ADDRESS.)
WHAT IS FPOC, AND WHAT IS OUR STORE'S MONTHLY GOAL?
FIRST POINT OF CONTACT- COMPLAINTS SYSTEM. MONTHLY GOAL OF 52
WHAT IS THE LIMIT FOR A CASH ADVANCE FOR OUR CUSTOMERS? WHATS THE LIMIT FOR NON CUSTOMERS?
5K FOR BOTH CUSTOMERS AND NON CUSTOMERDS
WHAT CREDIT CARD CHARGES AN ANNUAL FEE?
FIRST CLASS AND SECURED.
WHAT ISSUES COULD ARISE FROM FAILURE TO SECURE CUSTOMER INFORMATION?
PRIVACY EVENT, CUSTOMER'S IDENTITY COMPROMISED, VIDEO REVIEW FAILURE, POTENTIAL ACCESS TO CUSTOMER FUNDS, RISK TO THE BANK(COMPLIANCE ISSUES)
WHAT IS OTP AND WHAT ARE SOME INSTANCES WOULD WE USE OTP?
ONE TIME PASSCODE. REISSUING DEBIT CARDS, LARGE TRANSACTIONS, LOAN ADVANCES, BUMP UP, ETC.
CELL PHONE USAGE/SMART WATCH USAGE, FAILURE TO EXECUTE DUAL CONTROL, AND LEAVING NEGOTIONALS UNSECURED; VAULTS, DRAWERS, CUSTOMER INFORMATION.
WHAT STEPS DO YOU TAKE IF YOU FIND CASH IN THE STORE?
ASSIGN TO A TELLER, PROCESS A GL TO SAFE KEEPING/ABAND-PROP.
WHAT IS THE DRAW PERIOD ON A HELOC? WHAT IS THE REPAYMENT PERIOD?
10 YRS TO DRAW, 20 YRS REPAYMENT
WHAT STEPS DO YOU TAKE WHEN A CUSTOMER HAS CHECK FRAUD OR A FRAUDULENT WITHDRAWAL ON THEIR ACCOUNT?
SUBMIT A CLAIM VIA CRL, CONTACT FRAUD TO FREEZE THE ACCOUNT, AND OPEN UP A NEW ACCOUNT
WHAT IS THE TRESHOLD FOR PERSONAL TRANSACTIONS THAT REQUIRE ADDITIONAL STEPS, AND WHAT STEPS ARE THOSE?
10K WITHDRAWAL, 25K DEPOSIT. CHIP+PIN, OTP, ID, CIS QUESTIONS, UTR, AND SUPERVISOR REVIEW.
WHAT ARE THE PROCEEDURES FOR OPENING AND CLOSING THE STORE?
CHECK OUTSIDE BUILDING, STORE SWEEP, ALL CLEAR, PARKED 2 SPACES APART, AND ENTERING ONLY WHEN AT THE DOOR. CLOSING// DRAWER CHECK, STORE SWEEP, VAULT WIND, SET ALARM AND EXIT TOGETHER.
WHAT STEPS DO YOU TAKE IN EVENT OF A ROBBERY?
BAIT, STEP BACK, PRESERVE EVIDENCE, LOCK DOOR, CALL 911/GSI WHEN SAFE TO DO SO, DO NOT DISCUSS, DOCUMENT DETAILS.
WHAT DOES A CUSTOMER NEED TO ENROLL IN TAP TO PAY?
A BUSINESS, TD ONLINE ACCOUNTING, MOBILE APP/OLB
BONUS QUESTION! CUSTOMER AUTHENTICATION- WHAT IS NEEDED TO OPEN AN NRA ACCOUNT?
PASSPORT FROM THEIR HOME COUNTRY, A SECONDARY FORM OF ID, PROOF OF ADDRESS(LEGITIMATE SOURCE/APPROVED LIST ON R1) AND A SUPERVISOR REVIEW/APPROVAL
WHAT IS THE PROCESS WHEN A CUSTOMER REFUSES CHIP AND PIN?
VERIFY THE CUSTOMER'S ID, BUMP UP FOR OTP, AND REITTERATE THE SAFETY AROUND C+P
WHAT IS THE CASH OUT LIMIT FOR YOUR ROLE WHEN 1.C+P IS USED? 2.CHIPLESS/MOBILE PIN? 3.ID ONLY?
BAU LIMIT, $2,500 AND $1,000 FOR ID ONLY
WHAT IS THE PROCESS FOR LOST AND FOUND ITEMS OF VALUE AND NON VALUE?
VALUED ITEMS SECURED IN THE VAULT FOR 30 DAYS, COMPLETE/SEND A LOST AND FOUND SAFEKEEPING FORM. AFTER 30 DAYS, HAND OVER TO THE POLICE NON VALUED ITEMS SECURED FOR 30 DAYS, THEN SHRED OR DISCARD.