Credit Cards
Which credit card offers free roadside assistance?
TD CASHBACK INFINITE
In what scenario are we allowed to give out an access card number to our customer?
When opening a virtual access card for Easyweb access only.
If a Do Not Solicit status is present in the TD VoicePrint tool, can you still offer voice print?
No.
If the customer has $15 in their cheq account and they want to close it over the phone. What are the 3 different options available to the customer?
1) Withdraw the funds and call back.
2) Order a draft for the customer and close the account
3) Donate the funds and close the account
4) Go to branch to close the account and withdraw the cash.
If you complete a mini app and it is declined, when goldilocks transferring a call to loyalty credit cards, what details must be listed in the comment section?
How the customer was authenticated, and what steps you have done. EX:
A/B high risk authenticated, completed steps 1-8 disclosures played and accepted.
What is the minimum credit limit needed for the Aeroplan platinum card and the TD Platinum Travel card?
1500 and 1000
Once the customer has requested 5 access cards in the last 12 month period, what is the fee amount that is charged for additional requests?
Nothing
Can you ask the question How much overdraft protection do you have on your TD chequing/debit account if they do not have a chequing account?
Yes
In the case that a customer has money in a savings account but no money in the chequing account, when an PAD passes on the cheq account sometimes TD will do an automatic transfer from the savings to the cheq to avoid the customer paying an NSF fee and to cover the amount.
If a customer is upset and wants to disable this, what is the name of the procedure?
Remove the Right of Offset Transfer on a Personal Account, you must lodge a E02 (Do Not Transfer) mcom.
On what screen can you see the statement preference for a cheq account?
CPA MAOF
What are the two annual incomes (personal & household) a customer needs in order to qualify for the TD Cash Back Infinite?
60k personal or 100k household
What does TES stand for? The system we use to check transactions per access card.
Transaction Enquiry System
If a customer has questions on the types of insurances on his credit card, you may only answer basic questions, but if the customer has complex question the customer must be referred to the credit card insurance company. Can you transfer the call?
No, the Bank Act prohibits us from transferring to insurance companies. The number must be provided and the customer must be advised to call themselves.
If the customer has told you they issued a cheque to someone and it is post dated (future dated) and it has cleared the account, what is the name of the procedure to reverse the cheque?
Request Vault Retrieval
What is the annual fee for an additional cardholder on the emerald visa card?
$0
Can a customer request that we send them a new access card pin by mail?
Yes
What can you do if you don't hear the answer on an authentication question?
You can apologize and ask them to repeat.
If the customer is closing an All-Inclusive banking account and is benefiting from the annual fee rebate on the Infinite card, after closing the account, what is the additional step you must complete?
Fill out the form to end the fee waiver and you must tell the customer they will no longer receive the fee waiver/discount on their credit card.
What is the range for the fee of a cash advance?
$3.50-$10
What is 1 of the 4 qualifiers needed to qualify for a high limit access card?
Customer calls in Mobile authenticated and wishes to complete a 3rd Party Transfer and fails the additional question, can you assist them with another low risk request?
You can assist them with anything other than the High Risk transactions (as identified in the Mobile Authentication Flow of the procedure)
What is the name of the only charity customers can donate to when closing an account?
Children Miracle Network