Disclosure Requirements
when issuing a new TD Personal Access card, what forms must they sign? and what must you tell your customer?
EasyAccess Customer Confirmation-581076
Please carefully review the EasyAccess Customer Confirmation and Access Agreement, it contains info about your responsibility to protect accounts, access cards, credientials and Pin. It is important that you know and abide by these security responsibilities
Name 2 complaints that are OUT OF SCOPE to be recorded in Relationship Builder
1) TD Auto Loan or TD Merchant products
2)Service- Parking, Line ups, OPC /investigations
3) Branch systems- Business Hours, outages, branch appearance, password resets
4) Policy- General comments
5) Fraud claims- initial disputed claims
6) Marketing- sponsoring or marketing
When do you complete a UTR? What is Unusual Activity?
An 'Unusual Transaction Report' must be filed whenever you feel a transaction, regardless of the amount, is unusual for your customer.
Ex-Unusual Activity or patterns of activity
Ex-not consistent with given customer
where does the junior meet the senior in the morning before entering the branch?
Meet the senior designated officer at the branch’s predetermined location.
or in the parking lot across the road
When a Cheque is payable to the account holder "AND" another person, can you accept the cheque? what steps must you take? to cash? to deposit?
what forms must you provide and verbal disclosure for opening a personal deposit account?
DOUBLE POINTS IF YOU GET BOTH
Tell the Customer:
Required Disclosure(s)
What is Canada's Anti-spam Legislation (CASL) ?
they address the negative impact of electronic spam and other electronic threats like identity theft, phishing, spyware and malware. they over see how clients are contacted electronically
What is a LCTR and when do you complete a LCTR?
A Large Cash Transaction Report (LCTR) must be completed for all incoming cash transactions of $10,000 or more (Canadian equivalent) in the course of a single transaction
what must you do if you see suspicious activity before entering the branch to complete opening procedures?
Call 911 or the local police, and GSI Incident Reporting Centre (IRC)
Can you deposit a cheque that is payable to someone other than the account holder? what steps must you take?
what must be verbally disclosed to the client when purchasing a Term Deposit or GIC?
-annual interest rate or interest
-when interested is calculated and paid
-the date the investment starts and ends
-any charges applicable to the investment
-if the investment is redeemable and if so the effect on interest payable
-if the investment can be cancelled, the duration of this period
How are customer email preferences updated?
The Enterprise Permissions Center tool (EPC)
How does a client update their Contact and Privacy Preferences?
Contact preference can be updated in C3- Contact Preference
MCCP is used to update Marketing and Solicitation
what must you do during a take over robbery?
1)Comply with the robbers demands and cooperate
2) gesture to the cash machine- press F12 one time to dispense $200
3) hand over cash and end the interaction
What are the requirements to send to CVS?
What must you verbally say to a client before activation an new ODP?
Tell the customer:
What steps do you take if a client asks for personal information?
Complete the Personal Access Request form and tell the customer- Information will be sent by registered mail within 30 days- if there are any fees the department completing the request will advise you in advance- email to TD.PIAR@td.com
What is TD Thresholds and how can it be changed?
Alerts sent when the balance in a deposit account or the available amount on a credit card or LOC falls below a specific amount- the default is $100 and can be changed in the TD APP or EasyWeb
what do you do if there is a frontline demand robbery?
Comply with the robber's demands and show your willingness to cooperate:
6.Leave the note (if received) on the cash device face up
7.Obtain and hand over the cash
8. End the interaction by removing yourself
What do you do after a robbery has occurred?
1)Lock all entrance doors after the robber(s) has left.
2) Call the Police at 911 (or your local emergency phone number) as soon as it is safe to do so.
3) Call Global Physical Security Incident Reporting Centre at 1-866-424-8463
5)
What is the verbal disclosure for a Personal Credit Card? Double points if you can name the Aeroplan verbal disclosure too
For TD Aeroplan Visa Infinite / TD Aeroplan Visa Infinite Privilege applications, tell the customer:
how do you report a privacy event?
escalate to management
double points if they know the manager will submit hte privacy event form and send to TD.CPBPrivacyEvent@td.com
DAILY DOUBLE
What is the hold funds policy for:
1) TD CHQ deposited at TD Branch- no CVS
2) TD CHQ deposited at TD Branch- CVS required
3)OFI CHQ deposited at TD Branch- open for more than 90 days- Greater than $1500
1) 3 business days
2) 5 business days
3) 5 business days
What do you do if there is a Early Morning or After Hours Takeover?
1)Remain calm
2)Comply with robbers demands
3)F12 $200 cash and hand over
4) end interaction
What cash transactions can be completed for non-customers?
1) Cash and Coin Exchange $500
2) Deposit to account, Bill payments, Foreign $0