Premise
Where are the Emergency Meeting locations?
1) ACCESS TOWNHOUSE COMPLEX
2)SHOPPERS DRUGMART
What do you do if a customer tells you they have been the victim of Identify Theft?
Disputed Transaction Form (#522044 ) is to be used when an identify theft occurs. This form is to be sent to Fraud Management for review.
What is Access to Basic Banking?
Access to Basic Banking Services Regulations is Federal consumer protection legislation that specifies the types of identification FIs are required to accept from individuals that cannot meet the standard AML Identification Guidelines
How do you authenticate your customer in an Office?
1)Open Authentication Hub through C3 and determine if the customer is digitally enabled
2)Digitally enabled-one time passcode and ID
3)Not Digitally enabled- knowledge based questions and ID
What verbal and written disclosures must you review with a client when issuing an access card? BWEB ALLOWED
FORM#581076- Easy Access Customer Confirmation and Access Agreement
Written disclosures: must review ATM, POS, CNP withdrawal limits & deposit hold code.
Verbal disclosures – read the entire bolded section to the customer
What do you do if a customer leaves the branch before you are able to provide them with the Letter of Refusal?
You must send them the letter by mail if we have their address
What is a LCTR and when do you complete it?
Large Cash Transaction Report: Triggered when we receive cash from a customer in an amount of $10,000 CAD equivalent or more during a single transaction.
What are the ID requirements for Cashing a Federal Government Cheque
A) Two documents from a reliable source — one of which indicates the person’s name and address and the other the person’s name and date of birth OR B) One piece of identification that is issued by the Government of Canada or the government of a province and that bears the person’s signature and photograph; OR C) Any document from a reliable source that indicates the person’s name and date of birth, if the person’s identity is also confirmed by a customer in good standing with the member bank or by a natural person of good standing in the community where the point of service or branch is located.
What due diligence do you conduct for completing or releasing a wire payment? personal? business?
For Personal Customers: Employees must be aware that the CIF information including ID, Address and Occupation is up to date and KYC/KYT/KYB is practiced
For Business Customers: Check CIF/EASA for signing authorities. Ensure the signing authority authorizing the wire has an updated profile and ID on file. Only Signing authorities with compliant CIF profiles can authorize wire payments. Ensure you understand what to look for before sending the wire – ie. Why are they sending the wire, does this make sense from a KYT perspective, are we comfortable with KYC, etc. Account must have been open for two business days
When opening a personal deposit account (PDA) what are the disclosures we need to provide BWEB ALLOWED
•Form 513832 - Financial Services Agreement (FSA)
•Form 525812 - TD Privacy Agreement
•Form 513836 - Financial Services Terms (FST)
•Form 581076 - EasyAccess Customer Confirmation and Cardholder and Electronic Financial Services Terms and Conditions (within the EACC)
•Form 513782 - About Our Interest Calculations
•Form 513796 - About Our Accounts and Related Services
•Form 801216 - CDIC - Protecting your Deposits
What is/where is the Red Emergency Handbook and when do you use it?
1) LUNCH ROOM BY SPARE WORKSTATIONS
2) contains instructions and forms to be used in an emergency (ie: robbery, hostage situation, bomb threat, fire, etc.)
What is required when a customer wants to withdraw more than $10,000 cash?
Form 513620 Release of Liability must be completed, and verbal disclosure requirements are required
What is CVS? what are the rules to submit?
Is a National process that supports with cheque fraud prevention. CVS only verifies the authenticity of the item – altered or counterfeit. The qualifiers for submitting a cheque to CVS are as follows: 1. minimum of 10K (CAD or US dollars); 2. payable to the registered name on CIF, 3. issued from a business account, 4. issuer originates in Canada or the USA and 5. appropriate and full amount hold is lodged.
A customer not known to you wants to complete a debit transaction over 5K. Where or what would you reference for the identification requirements?
If a customer has an Access Card or TD Visa on their profile, an attempt to verify the customer via PIN is mandatory. Given the transaction is greater than $5000, you will require to have 3 factors of authentication following authentication path exactly (card, pin, OTP, ID, KBQ)
A customer is in a wrong service plan, and they decide to switch – What information do you provide to the customer prior to switching the account? BWEB ALLOWED
Prior to switching accounts, we must verbally tell the customers the following 4 things:
• Account Plan Monthly Fee
• Transaction Limits (if applicable)
• Features and Benefits of the New Plan
• If you have Pay-As-You-Go ODP on the existing account, it will be transferred to the new plan. If you have Monthly Overdraft Protection, the applicable fee will apply
Scan in:
1) FSA
2)Privacy
3) APA
What are the duress alarm procedures?
00 followed by the branch transit (total 6 digits)
A customer requests to unsubscribe from receiving email (electronic messages)/ wants to stop receiving email, what do you do?
You need to modify the customer electronic communication preferences immediately using the Enterprise Permission Centre (EPC) tool.
What transactions can we process for non-cx?
• Cash federal government cheques - $1750 per item ($2000 CERB & CESB)
• Bill payments, including OFI credit card payments - $2999 • Cash and coin exchanges - $2999
• Sale of commemorative coins - $2999 • Cash foreign exchange - $2999
• Cash deposits to a TD customer account - $9999 (*Does not apply to deposit by cheque)
• Cash payment to a TD credit card/Other credit products - $9999 (*Does not apply to deposit by cheque)
What do you need to do for wires 50K +?
Ensure a checklist on S3 is completed for wires $50,000 CAD equivalent or greater and that the account has been open for 2 business days, Understand the KYC/KYT, If the wire is 200K+, a secondary 2nd reviewer will need to release
When selling a Non-Registered Term Deposit/GIC (non-market growth GIC) what must you disclose VERBALLY ? BWEB ALLOWED
What is the location of the vault alarm(s)
1)WE DONT HAVE A VAULT ALARM
What is the process if you believe a customer has been a victim of a scam? BWEB ALLOWED
Scam Escalation
What commitment have banks made with the federal government regarding types of accounts offered?
Banks must offer a low-cost bank account to ensure banking is accessible to everyone –Low-cost bank accounts must follow established guidelines, including: • Unlimited deposits • The use of a debit card • The ability to write cheques • At least 12 debit transactions per month, including at least 2 in-branch transactions where available • Low monthly fee • Monthly statements • Ability to set up pre-authorized payments • Free cheque image return or online cheque image viewing • Provided free of charge to: Youth, Students, Guaranteed Income Supplement (GIS) recipients, and Registered Disability Savings Plan (RDSP) beneficiaries
What steps do you follow when you receive wire payment instructions by email and or/fax?
Email the customer back to let them know you cannot process wire instructions through email. Customers should also be made aware that we do not accept faxed instructions for wires.
When opening a new TDCT RSP or Locked-In RSP Account what must verbally disclose to the customer? BWEB ALLOWED
1. all charges applicable to the registered plan, including transfer and withdrawal fees
2. any fee changes will be subject to 60-days' notice in writing
3. details of our Customer Problem Resolution process.