Authentication
How many strikes before a customer fails authentication?
3
What program(s) enrollment is for a year (12months)?
One Year Concessionary (TMP/CLD)
Customer is consistently late on making payments on their credit card &/or line of credit due to oversight. What is the appropriate advice for this customer?
Advise customer of PAP options.
Customer has all numbers removed on their file. What do you do next?
Put customer on Skip Trace, send a NOC letter if applicable, and memo what you did with the file
Customer is having trouble understanding you , there seems to be a language barrier. What do you offer customer?
Telephone translation services
If an Add1's/Additional Cardholder calls in, how must they be authenticated?
They must be authenticated according to their own personal CIF profile, not the primary cardholders profile.
Customer is over limit on their visa, is Minimum Payment Deferral (3mpd) the best tool for this customer?
No, as the interest will continue to be charged and their payment in month 4 will be for the total interest charged over the time of the deferral.
Customer has a First Class travel Visa, they complain about the high interest rate of 19.99% and the high annual fee. They usually carry a large balance and they don't really travel or use the points on the card. What advice would you provide this customer?
Offer a lower interest rate card like the Emerald Visa. This Visa offers interest rates and annual fee are much lower than the point cards. This would save customer more money long term.
You call a customer about a past due credit card, the person on the phone advises you its a wrong number. You go to MCIF and back space or type PND in the number field. Will this remove number from the dialer?
No, you must also go into TSYS MCNA and remove the number there as well.
Customer calls in, you pull CDM profile up, customer has nothing delinquent in CDM, but there are NCLs on HOST. Where do you transfer this customer?
- less than 30 days direct customer to branch
- greater than 30days transfer customer to agency
Is the following question a category A or B question? "What other Credit Card(s) do you have with TD Canada Trust?"
Category A
What is the difference in explaining OYC CLD and OYC TMP to a customer?
OYC CLD: credit limit decrease
OYC TMP: temporary suspension
Customer has lost their job due to illness, budget cuts, etc. They are unsure if they can continue to make payments on their card. What would you look for on the customers' credit card before offering a tool or referral to TD Helps?
Balance Protection Insurance.
Yes, update to "Unemployed"
Note: Includes layoff, temporary job loss, disability, leave of absence, where the customer is no longer in receipt of a regular monthly income from an employer.
Customer is calling in to make a mortgage payment, you go to the mortgage screen, their mortgage is up for renewal. Can you process a payment?
Yes- only if willing to be transferred to PL&A to renew today.
If I ask 'Do you have a mortgage?' and the customer responds 'yes' but it's a HELOC - is this a pass?
Yes! - Bonus why?
What TD PDA account are you not able to set up a PAP for credit card?
You are not able to set up a PAP on a joint ALL TO SIGN ("and" account") TD bank account or an OFI bank account.
*Customer would have to go to branch OR to TD.com to credit card online bill payments to set up.
Customer is a pensioner, they always get paid at the end of the month, however, their statement cycle is set for mid month. What advice would you provide this customer?
Advise customer to change their billing cycle to line up with their pension deposit.
Customer calls in about LOC he shares with his wife, they both pay, alternating from one month to another. Male discloses they have been separated for 6months. What is the next thing you should inform the customer of?
You need to notify the customer that their LOC will be suspended as well as any other joint TD credit products. This protects both the customer(s) and the bank from any liability.
Your calling on a business credit card that is past due. There are funds available in the business account for you to seize. The customer is 50% owner of the B1 business. Can you seize from the business account?
TD Staff is calling in on behalf of a customer, How do you proceed?
- Check if TD staff members name is showing on Call Display.
- Showing on Call Display: validate first& last name + validate customers first& last name
- Not Showing on Call Display: send 4character passcode via instant message to colleague+ ask colleague to verbally verify passcode & acknowledge correct response.+ validate customers first& last name
How many loan payment extensions are you allowed for a 12 month time period?
Maximum of two (2) consecutive payment extensions; exceptions may be granted by Resource
Customer has multiple delinquent products, including LOC, ODP, Visa. Customer mentioned paying, but thing are very tight. What would you suggest?
TD Helps- option of consolidation loan
Customer is calling in to get their credit card reinstated. Their products are up to date, under limit, credit card was revoked in the last three months, no mcoms stating any bankruptcy (etc) and no reissue declined. They are working, getting a steady paycheck every two weeks wired into TD PDA account from their current residence in Japan.
NO, customer has to be living in Canada.
You call on an Over Limit (OL) credit card, no answer. The credit card is showing past due on host but not on CDM. Can you seize?
No.