Authentication
Advice
Product Knowledge
Third Party
Transfer?
100
Can I greet the customer by their first and last name if the customer calls in 'Valid Debit Card Authenticated' or 'Mobile Authenticated'?
Yes! Addressing the customer's name by their first and last name is great for LEI.
100
What procedure do we use to activate Flash?
Access Card - Enhanced Access Cards - Maintenance
100
Customer wants to open a MF TFSA account. Can we do it for the customer since we have the open account procedure?
Uhm No. Transfer to MI MF.
The only TFSA account we can open is the regular TFSA account. NOT the MF or Trading TFSA.
100
What is the first thing you do, when all of a sudden the OTHER JOINT ACCOUNT HOLDER talks to you about their account?
Tell the other person that you have to read them something before you can proceed. DO NOT WAIT. You have to read the taping disclosure as soon as possible.
"
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."
100
Cx wants to make a contribution from their CHEQUING ACCOUNT to their RSP account of 200$ every month!
What do you do?
Transfer to the right department. If the RSP account has numbers and letters as the account number, transfer to DI, if it is just numbers, transfer to MI.
200
"How much overdraft protection do you have on your TD chequing/debit account? "
Can it be asked if the customer only has a savings account?
Yes! It can be asked even when the customer does not have ODP and/or a chequing account.
200
Cx calls in with the VoicePrint - Declined status and suddenly decides to opt in. What disclosure do we select?
VP Not Presented/Blank/Error
200
Where do you find all the fees for all the TD Products in CC Web?
Product and services -> Core Reference -> Account Related Information and Administration Fees OR CCweb Home Page -> Rates
200
On which screen in gateway do you check if the customer has a POA on one of the accounts of the customer?
MCOM, "CIF EASN" and on the ID field type in PDA xxxxxxx (account number)
200
Customer wants to change their TD Cash Back Visa Card to the TD VISA Cash Back Infinite.
What do you do?
Do it lols. It is very simple.
FYI: Converting Basic Credit Cards to a Premium Credit Card is a unit.
300
If the customer is providing multiple answers for a direct deposit, i.e., 'Canada OAS for $500, 'ATM Deposit $300', and' Canada GST for 300' on the same day which are all correct, is it a pass or a fail if the specialist accepts the answer?
It is a fail for the specialist and the customer.
-The specialist has to get a specific answer first (one name, one amount and one date), and if it is 2 out of 3 correct it is a pass.
-The customer also failed because even though they are all deposits, 'ATM deposits' are not direct deposits.
300
Can we open an account for the customer who is only low risk authenticated?
Yes! The only difference is, we cannot confirm the KYC information to the customer by telling them the information. The specialist will have to ASK.
300
Can we send a Visa Direct of $2400 to a customer's Bank of America account in the US that is under the same name???
No. Visa Direct is world wide, but within the US, it only works for TD AMCB.
300
Since the customer is also a joint account holder, and since you read the "third party" and "taping" disclosure to them, can we now proceed to help the other joint account holder into changing their Easyweb password?
OF COURSE NO! We only take action on the customer's profile as long as we are talking to them even if the other person is a joint account holder.
The other joint account holder despite having the same authority on that account, does not give them the same authority on the customer's profile.
300
I made a wire transfer from China to Canada... how come I haven't received the funds yet. It's been 7 days already...
What do you do?
Contact the Wire Help Desk Team.
Get the amount and currency, receiving account, when it was sent, and maybe the reference number.
400
For the Cat A - Part 2 question, "Who is joint on that account", how do you check if a ULOC has a joint account or not? (2 answers)
1. Search the same ULOC in gateway by account number and if a name besides the account holder shows up, that name is the joint account holder.
2. Check CIF ETOT
400
Cx has $10,000 on minimum chq account. What advice to we let them know? (Get at least 3 out 5)
1) Savings Account
2) Upgrade the minimum to an all inclusive
3) Credit Card annual fee rebate
4) Etransfers are free
5) Account charges are free
400
On which chequing account(s) do you get a fee rebate on a credit card?
Unlimited chequing account - For 1 year only up to 120$
All Inclusive Chequing Account - For as long as you have account active up to $120
400
Can we give out the account number to the POA even if we authenticate the POA CAT A and B (credit card CVV2)?
No. For POA to be high risk, they have to be at least CTI authenticated on the POA Access Card
400
I am the Trustee/POA on the my dead friend's account. I want to transfer all the funds from his account to my account.
What do you do?
Contact the Estates department.
See common numbers for more details.
500
CX only has 1 chq account and has no recent transactions at all for the past 2 months. Can we proceed to Exceptions questions? If not, what questions can we ask?
No we cannot proceed to exception questions. We can ask any questions that allow a null response.
500
How do you profile a cx? (get 4 out of 6)
1. check mcom for BOAT/ULOC FRAO offers
2. check acs cars for Easyline and Easyweb registration
3. check acs eacs for Flash
4. Check financial summary screen if cx has MIN CHQ, no SAV ACCTs, PTS/SSV, etc.
5. Check account activity for Withdrawal fee, e-transfer fee, PODP fees and offer an upgrade
6. C3 for pre-approval offers
500
Cx - " I want to transfer money from my Canadian account to my US Account"
What procedure do you do?
Foreign Exchange - Transfer.
Note: Please confirm from where to where to be sure. If the cx wants to transfer from here to their US account in the US that would be a CBB Me-to-Me
500
Parent calling in on the son's profile to do a $500 transfer from the son's to the parent's account. Son's profile shows, CTI authenticated. How do you proceed? (3 points)
1- Check MCOM/CIF EASN if the parent has a signing authority on the sons profile.
2-Authenticate the parent on their own profile. NOT ON THE SON'S ACCOUNT even if it shows as authenticated. See VoicePrint, Phonecode, and manual authentication.
3-Pull out Third Party Transfer procedure, and proceed to transfer if properly authenticated.
500
Cx is trying to do a purchase at the store, it keeps getting declined. Since you are a great agent and followed your procedure accordingly, the TES response you got was, RTD.
What do you do?
RTD stands for Real Time Decision.
Contact Fraud department, and have them help to let the transaction go through.