Regulatory Support Centre

AML

100

When must an LCTR (Large Cash Transaction Report) be completed?

A Large Cash Transaction Report (LCTR) must be completed for all incoming cash transactions of $10,000 or more (Canadian equivalent) in a single S3 session

200

What are reasons to refuse to open a bank account?

What are

The Bank has reasonable grounds to believe that the account will be used for illegal or fraudulent reasons which can be defined as:

• Previous bank robbery
• unable to meet any of the Access to Basic Banking account opening or identification requirements.
• Kiting
• Money Laundering
• Forged endorsements on cheques or other negotiable items
• Counterfeiting
• ID Theft/Impersonation of another individual/Account Takeovers
• Intentional ATM empty envelope deposits

300

Are we allowed to accept gift cards from customer and what are you suppose to do?

What is a UTR and decline the gift card?

400

What is a politically exposed person?

 What is A politically exposed foreign person (PEFP) is an individual who holds or has ever held one of the following offices or positions in or on behalf of a foreign country, which may include:

• Head of state or government
• Member of the executive council of government or member of a legislature
• Deputy minister (or equivalent)
• Ambassador or an ambassador’s attaché or counselor
• Military officer with the rank of general or above
• President of a state-owned company or state-owned bank
• Head of a government agency
• Judge
• Leader or president of a political party in a legislature

500

What Business are EDD?

What are 

• Direct Cannabis Entities, Indirect Cannabis Entities and Entities that offer Non-Cannabis Specific Products or Services.
• Money Service Businesses (Principals, Branches), including Armoured Car Companies, Crowdfunding Platforms and Platform Services and Non-Bank (Third Party) Payment Service Providers, Payday Loan Providers, Cheque Cashers, White Label ATM (Quebec Only).
• Virtual/Digital Currency Exchangers. 
• Weapons Manufacturers or Arms Brokers.

Privacy

100

What is a PIAR?

What is Personal Information Access Report, it is when a customer is requesting all information about them? Must be completed within 30 days. 

200

What do you need to do when a privacy breech happens?

What is escalate to manager immediately and manager must escalate the form to [e-mail]. 

300

A customer wants to update their contact or privacy/sharing preferences, including:   

• Solicitation
• Credit bureau options
• Sharing restrictions (both customers and staff)
• Research (market research participation)

What is CIF MCCP?

400

What are you to do when you loose your laptop?

• If the location of a laptop cannot be determined, a Privacy Event must be reported immediately through IRC

Customer Problem Resolution

100

Do NSF complaints need to be updated on RB?

What is YES

200

What are the 3 levels of TD Escalation Process?

Level 1: Branch, Level 2: Customer Care, Level 3: SCCO (Senior Customer Complaints Office)

300

What is the scam and vulnerable escalation process?

What is 

Advise the customer the transaction cannot be completed at this time as extra due diligence is required, and the branch will be in contact with them for next steps.

Note: The Vulnerable Client Group (VCG) will provide guidance to the branch and may contact the customer directly (in addition to branch involvement).

Lodge an A01 MCOM on customer's profile:

DO NOT TRANSACT. POSSIBLE VULNERABLE
CUSTOMER. ESCALATED FOR REVIEW

Complete an Unusual Transaction Report for the attempted transaction.

Ask a Manager (Branch Manager, Assistant Branch Manager, or Manager of Customer Experience) to complete the Vulnerable Client Escalation Form [xls]. Ensure all relevant details are included in the form.

400

What is the H.E.A.T model?

• Thank the customer for bringing the issue to your attention and listen to their concerns
• Show empathy
• Offer an apology for how the situation has impacted them, and
• Take action by finding a resolution to their problem

500

A customer has a complaint, are we required to document their complaint? If so what do we need to provide them and how?

Financial Institutions have been mandated by the government to issue these AKNOWLEDGEMENTS; the customer cannot opt out from this communication. Ask the customer what delivery method they prefer; available options are:

• SMS text 
• Email 
• Letter mail
• Print 

Regulatory Disclosures

100

TRUE OR FALSE: The TD Minimum Chequing Account must be provided free of charge to Guaranteed Income Supplement (GIS) and Registered Disability Savings Plan (RDSP) recipients under the Low Cost Account Commitment   

TRUE

200

Can we cash cheques for non-customers? If so which cheques are allowed?

You are not authorized to cash cheques for individuals who have no dealings with the Bank (non-customer), unless it is a Federal Government Cheque or Provincial Government Cheques in specific provinces.  

300

Before proceeding with a credit card limit increase what must you ask the customer to obtain verbal consent?

Ask the customer:

"Do you consent to a credit limit increase of $[amount] bringing your total credit limit to $[amount]? "

400

What must you verbally disclose when opening a non-registered GIC?

You must provide customers with verbal disclosure of:

• The annual rate of interest applicable to the investment
• When interest is calculated and paid
• The dates on which the investment period starts and ends
• Any charges applicable to the investment
• Whether the investment may be redeemed prior to maturity, and if so, the effect of early redemption on interest payable
• The investment is eligible for CDIC coverage up to the applicable limits. The GIC is issued under < select applicable issuer name ie TD Bank, Canada Trust Company, TD Mortgage Corp or TD Pacific Mortgage Corp >
• If the investment will auto-renew upon maturity without a further agreement, the conditions under which a new instrument may be issued without a further agreement and:
  • whether its rate of interest is fixed or variable, and the rate or method for determining the rate
  • the term of the investment
  • any charges related to the purchase or the cancellation of the investment

500

Cheque Deposit: Access to Funds requirement - In which cases do we not make the $100.00 per cheque available to clients and what must be provided?

Access to Funds Requirements do not apply in the following circumstances:

• 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.

In the above exceptions, you can place a full hold on the cheque(s). When you do not make the $100.00 per cheque available to the customer due to the Exceptions, you must provide the Letter of Refusal (form 522048). S3 will automatically print the Letter of Refusal (form 522048) for certain exceptions. You must fill out all fields and provide it immediately if they are in the branch or by mail if they have left.

BONUS QUESTION

500

Who is the best employee at 1800?

All of us! :D