TD General Knowledge
Give an example of Check for satisfaction and LEI close
"Now that everything has been taken care of , was i able to provide you exceptional experience ? "
"Awesome, thank you for banking for TD , we appreciate your business and loyalty since.. "
during what scenario can we release a chq for a cx ?
Tell the customer:
In the Laptop Keyboard.. What comes next
C V B
N M
Checking VP for your customer and it comes out Yellow. What can we do ?
"Due to an inability to confirm your identity using TD VoicePrint, we will authenticate further to verify you"
If 4 people each have a toyota car, how many wheels in total
Whats the Top 3 metrics on our scorecard to WIN EPIC
and its target
LEI 40% - 76.5
New Business 35% - 12+
Transfer rate 12.5% >14%
AHT 12.5% - 365
Cx is looking to dispute an ATM Withdrawal Transaction for $85.. what can be done ?
nope, we can do on-the-spot reimbursement for less than $100
no recurring pattern of refunds (two or more refunds within 30 days).
If Toronto is 3 hours ahead of Los Angeles , and Mexico is 4 hours behind Los Angeles , what time would it be in Mexico if toronto is 430 pm ?
Toronto - 430 pm
Los Angeles 130pm
Mexico 930 am
During authentication manual questions . When a customer provides too much information in their answer and some of that information is incorrect. what do we do ?
the answer should be counted as a strike Collapse Details.
Example: You ask Can you provide the type of product you have with TD that has a joint account holder?' customer responds 'I have a mortgage and a chequing account', and there is no chequing account shown on their profile, the answer should be counted as incorrect.
What # goes up , but doesnt count down
What has TD put in place to assist its employees with Mental/Physical Health
Through our benefits page - Lots of support available
ex. EAP / wellness app , stress & burnout
Cx already increased their limit to 5000 for POS and used 4000K already. they need another 2200 for their next transaction.. is this something we can do?
Increase their transaction limit to HLC if available
Customer has been with TD for greater than 1 year. (More / Hide)
No current delinquent products. (More / Hide)No Derogatory MCOMs. (More / Hide)
Customer has not updated their address, phone number or email in the last 30 days AND had an Access Card issued or reissued in the last 30 days. (More / Hide)
The Access Card has been issued for at least 72 hours/3 days. (More / Hide)
Customer has not had an EasyWeb password reset within the last 72 hours/3 days. (More / Hide)
Name a Country that starts with your first letter of your first and last name
:D
we can never hear the cx getting assistance during authentication. True or False ?
When a third party is heard helping the customer, the answer can be accepted with caution. The answer MUST come from the customer.
Example: an elderly customer needs assistance in reading the CVV2.
you are an adult, you are 32 years old now.. but how old would you be if you were born 13 years ago ?
13
How can i find new opportunities/roles and network within my role ?
Agent you speak to on the phone
TD internal careers
TD Central
Cx asking if they can deposit their US cheque into their accounts within TD canada trust, is that possible ?
Yes, if they have a US acc, they can get it deposited in there, no exchange fee...
yes at branch, If deposit into canadian account, converted to CAD
Either way , longer hold times on chq
How many Dots in a Pair of Dice ??
21 each
42 total
Customer has failed to correctly provide the One-time-password.. What can agent do now ? is that considered fail ? or a strike ?
When i was 5 , my brother was double my age.. I am now 40 , how old is my brother ?
45 years old
What is EOP ??
and how does it work ?
employee ownership program
% of biweekly paychq to be invested in TD stocks
cx looking to close account but joint account holder has a pts on there, What can we do ?
Go to CPA MENUS to check if the customer has an existing PTS set up on the account being closed. Yes | No
Yes
If the customer would like to transfer their PTS to a new account, refer to Core - Set Up or Maintain a Pre-Authorized Transfer Service
if no , continue to close
What are the major elements in our Body ?
Oxygen , hydrogen , nitrogen , Carbon , Calcium
Scenario: Agent attempts to authenticate them through OTP.. cx did not receive any message, what can we do since Cx doesnt have VP/CTI and needs to 2SV ?
we can Ask the customer if they would like the code re-sent to the same number or a different number (if available) on file and resend the code. Up to 3 times
A father and son both together weigh 280 pounds.
the dad is 3 times heavier than the son.. how much do they weigh ?
Dad 210
Son 70