Voiceprint
Scavenger Hunt
Random
Authentication
Product Knowledge
100
What colour is the fraudsters symbol?
Dark Purple
100
Explain how to find the cash back calculator
Product and Services, Borrowing Home, TD Ready Advice Resource Centre, Calculators, Credit Cards -
- Cash Back Calculator [pdf]
100
What is the current TD Prime Rate and where would you find it?
TD Prime: 2.450%
Home Page
100
Can we accept three way calls?
NO
100
Name ALL cards that include Deluxe TD Auto Club Membership
TD cash back infinite only (all other cards, cx must pay optional)
200
Is it acceptable to reset VP? Why?
Yes, only when it comes back inconclusive.
- You can leverage the 'Reset' button when a legitimate customer has a Inconclusive/Yellow VoicePrint status due to technical difficulties i.e. too much background noise. This will allow the customer to re-attempt VoicePrint Authentication
200
Please guide us on CC web how to find the product chart for credit cards
Product and Services, Borrowing Home, TD Ready Advice Resource Centre, Resources, Credit Cards -
- Credit Card Product Chart [pdf]
200
Provide the Credit Cards - Dispute Resolution Centre phone # and is it an internal or external #?
Internal Numbers
1119951722
200
Explain what to do next when cx does not pass authentication
Apply HEAT
Tell the customer: They must go to the branch to fulfill their request and to get a PhoneCode.
Unfortunately, I have not been able to match the information that you have provided me with the details available on the account. For your protection, I am unable to proceed with your request at this time. I recommend that you visit your branch and present personal identification, and the branch will be pleased to assist you. While you are there, remember to ask them to update your profile (and obtain a PhoneCode - where applicable) so that we can serve you in the future. Thank you for your patience and understanding.
200
Name 3 Chequing Accounts TD Offers for personal customers.
td all inclusive banking plan / td everyday chequing account / td unlimited chequing account / td minimum chequing account / td US daily interest chequing account / td bordeless plan
300
What is the difference between VP Accepted and VP Not Present/Error?
VP Accepted - CX accepted VP via IVR
VP Not Present/Error - IVR message not shared with the customer
300
Explain how to find the CC Campaigns
Home Page, Left Side - Featured Links - Current Customer & Branch Programs
OR
Product and Services, Campaigns Tab, Corporate Campaigns
300
Name 5 methods for customers to make payments to TD credit cards.
1. Any branch
2. EasyLine Department - PTS
3. EasyWeb - Bill Payment
4. TD app
5. Green Machine
6. By mail.
7. Pre-authorized debit from any deposit account at anybank for payment of either: minimum payment or full balance owing.
300
How do you authenticate a TD staff?
Authenticating the Employee:
- If the colleague does not provide their first and last name at the start of the call, ask for their first and last name
- Check your phone's call display/Gateway; if the colleague's name and extension appear, validate that it matches the first and last name they have provided
- If you cannot verify via call display/Gateway, send a four-character passcode of your choosing via Instant Message
300
Explain 3 services that our TD My Spend app provides
1 Spending Insights - Provides a snapshot of current spending to monthly average.
2 Automatic Transaction categorization - Automatically categorizes transactions into Wants, Needs or Other
3 Instant Notifications - A digital virtual receipt received in real-time for purchases made on an enabled account. 4 Money Path - A week to week view of your overall spending for the current month, displayed against average monthly spending. 5 Spending Spikes - If there is a spike in your spending compared to your usual amount at any point within the month, spending spikes gives you additional insight into the cause of those spikes (by category and day), so you can make adjustments to your spending habits 6Spending History - Compare your monthly spending (up to the previous 12 months) and know exactly where your money went.
400
What steps do you follow if VP is Mismatch/Red or Suspicious Call?
They must go to the branch to fulfill their request and to get a PhoneCode
Go to CIF MCOM and Lodge a message for failed authentication:
400
Explain how to find TD Digital Banking Tutorials
Products and Services, Digital, Digital Advice Lounge
- Digital
Banking Tutorials
400
What is the difference between Fraud and Dispute.
Fraud - CX does not recognize or have prior business with merchant
Dispute - CX has prior business with merchant or did not receive products/service from merchant
400
What disclosure do you read before the third party gets on the phone and explain how to find the procedure.
Authentication - Reference Materials -
- Speaking to Multiple Parties During a Call
Before we can proceed, do I have your permission to discuss your financial information with [the Third Party, Relay Operator, etc]?
I would like to inform you that your call will be recorded for training purposes; to enhance customer service, security and to confirm our discussions with you.
400
Explain how cash back is earned on td cash back visa infinite credit card
Welcome Bonus of 6% in Cash Back Dollars on grocery purchases, gas purchases and regularly recurring bill payments for the first 3 months to a combined total spend cap of $3,500 • Earn 3% in Cash Back Dollars on grocery purchases, gas purchases and regularly recurring bill payments – $15,000 spend cap per category per calendar year • Earn 1% in Cash Back Dollars on all other purchases made with your Card
500
If VP is not populating, what steps would you take in this call?
1. Manual Authentication
2. Leaving a G01 MCOM
500
Find John's Cost Center # on CC Web.
4595
500
Name 2 situations where $25 rush delivery fee can be manually waived based on customer request?
- Escalation due to Bank/Specialist Error
- TDBFG Executive/VIP
- Rush Card Request Already Pending
- Customer Service Recovery
- Fraud Request (to be used for Lost and Stolen only)
500
Name 3 procedures that can be completed during low risk authentication?
Coaches will Verify
500
Name ALL cards that do not come with travel medical insurance and is available for Purchase
TD Platinum Travel Visa Card TD Rewards Visa Card TD Cash Back Visa Card TD Aeroplan Visa Platinum Card TD U.S. Dollar Visa Card TD Emerald Flex Rate Visa Card