TD General Knowledge
Give an example of Check for satisfaction and LEI close with Loyalty
Check for satisfaction: One last question before I let you go, How Did you find my service today?"
"Can you do me a small favor? You may receive an email survey from TD regarding our interaction today, could you please spare some time & fill out the survey for me. I would love to hear your feedback. Once again, My Name is ___. Thank you for banking with TD. "
4/5 requirements
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 ?
Reset and check VP Again if too much noise the first time
Move on to other authentication
"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(BRAVO)
and its target
LEI 40% -
Digital fluency 30%
AHT 30%
Cx is looking to dispute an ATM Withdrawal Transaction for $85.. should we do a dispute ?
nope, we can do on-the-spot reimbursement for less than $100
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
You ask cx the 3 digits on the back of their Credit card. and Cx responds they dont have a credit card... You double check and they are right.. what now ? strike ?/ fail/ ask another question ?
No strike ! ask another relevant question
It is not considered a failed attempt if an invalid questions is asked.
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 , as long as cx is meeting 3/3 criteria ?
- 1 year with TD
- no delinquent products
- Access card open for 72+ hours
Name a Country that starts with your first letter of your first name
:D
we can never hear the cx getting assistance during authentication. True or False ?
False ! exception : Assisting an elderly person with reading their card#
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 opportunities
TD Connections
Cx asking if they can deposit their US check 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 ?
Continue to authenticate the customer as per authentication procedure ( ask additional question for mobile auth )
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
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 ?
Son 70