Authentication
How many strikes before a customer fails authentication?
3
Tool often used if customer is struggling with interest on credit card due to a temporary hardship?
What is Interest Inhibit
Customer is consistently late on making payments on their credit card or line of credit due to oversight. What is the appropriate advice for this customer?
Advise customer to set up credit card or Line of Credit on PAP or auto payment.
You call a customer about past due credit card, person on the phone says that it's the wrong number. You go onto MCIF and back space or type PND in the number field. Will this remove number from the dialer?
No, you must also go into TSYS MCNA and remove the number there as well.
Customer is having trouble understanding you , there seems to be a language barrier. What do you offer customer?
Telephone translation services
How do you Authenticate an ADD1?
They must be authenticated according to their own personal CIF profile, no the primary cardholders profile.
This tool allows the customer to skip a payment on their personal loan; sometimes used as a possible solution for customers who are experiencing temporary financial difficulties.
Payment Extension
Customer has a First Class Travel Visa, they complain about the high interest rate of 20.99% and the high annual fee. They usually carry a large balance and they don't really travel or use the points on the card. What advice would you provide this customer?
Recommend the customer speak to Visa about switching to a Low Rate Visa.
Customer has all numbers removed on their file. What do you do next?
Put customer on Skp Trce, send a noc ltr , and memo none what you did.
Customer calls in, you pull CDM profile up, customer has nothing delinquent in CDM, but there are NCLs on HOST. Where do you transfer this customer?
If the NCL is less than 30 days refer the customer to the branch.
If the NCL is over 30 days, transfer the call to Agency.
Is the following question a category A or B Question?
"If you have a Credit Card with TD - what type of card is it? "
Category A
If customer's balance is OL on credit card, but they made a payment on the phone with you can you enroll the customer for the OYC?
No, you must wait until a payment is posted to the account before tool can be submitted.
Customer has lost their job. They are unsure if they can continue to make payments on their card. What should you check for before proceeding with offering support?
Balance Protection insurance. Most customers are unaware they have this feature on their card. Offer customer number to call to start the claim. Also, advise customer if they are denied insurance they can always remove from card and save themselves added costs every month.
Customer is calling in to make a mortgage payment, you go to mortgage screen his mortgage is matured. Can you process a payment?
No. Customer needs to renew their mortgage first with branch or PL&A.
You are able to seize a payment , today is Friday , when are you ptoping the seize?
Monday
Can you ever give account numbers over the phone?
Yes.
Always complete HIGH RISK Authentication before proceeding.
Customer advised they are considering filing a Consumer Proposal or Bankrupcy, what do you need to do?
Customer is a pensioner, they always get paid at the end of the month, however, their statement cycle is set for mid month. What advice would you provide this customer?
Advise customer to change their billing cycle to coincide with their pension deposit.
Customer calls in about LOC he shares with his wife, they both pay , alternating from one month to another. Cx discloses that they have been separated for 6 months. What is the next thing you should inform customer of?
You need to notify the customer that their LOC will be suspended. This is because if it protects both the customer(s) and the bank from any liability.
Your calling on a business credit card that is past due. There is funds in personal account for you to seize. The customer is a B1 and they own 3 % of the company. Can you seize from personal account?
Yes, pending that regular seize requirements are met.
When a third party is heard helping the customer, ex , when asking the number on the back of credit card, CVV2 for an elderly person is this acceptable?
Yes, especially if they need help reading.
**However if it appears suspicious, tell them this is not acceptable and ask another question. **
What TD PDA account are you unable to set up a PAP for credit card?
You are not able to set up a PAP on a joint TD bank account if the joint account is set up as ALL TO SIGN ("and" account).
**Customer must complete and submit the TD Credit Card Pre-Authorized Payment Form and Agreement [pdf] **
Customer does not have a good payment history, they have a revoked card that they are still paying off and you are unable to reinstate. They want to build their credit up again but they were denied as high risk from visa to get another card. What would you advise customer?
Advise customer to look into getting a secured visa, this will allow them to have a visa to make payments on to build their payment history while limiting risk to the bank.
Customer is calling in to get their credit card reinstated. All of their accounts are completely up to date, under limit, credit card was revoked in the last three months, no ECOMs stating Consumer Proposal or Bankruptcy and the card is not reissue declined. They are currently working getting a steady paycheck every two weeks wired into TD PDA account from their current residence in Japan.
No, customer has to be living in Canada.
You call on an over limit credit card, no answer. The credit card is showing past due on host but not on CDM. Can you seize?
Yes, pending the regular requirements for seize procedure are met.