New Account
If a client is coming in to add another person on there account, who will place trades what is that agent called?
Trading Authority
What are the typical (normal) SLA's for a Non-Aton and Aton transfer in request?
Non-Aton transfer in 30 business days
Aton transfer in 10 business days
True or False:
If Serge opens a RIF account at the branch on August 14, 2026 and is the age of 60, he expects a minimum payment to be paid out in the same year, is Serge's expectation correct?
False: Minimum payments start the year after the RIF account is open.
Bonus FACT: Serge is still able to take out a ad-hoc payment just not as a minimum payment, and it will be subjected to tax.
How do we authenticate reps? What information are we required to ask to authenticate our reps?
1.) lOGIN ID
2.) Full name (as shown on connections)
3.) Call Centre
4.) 4 digit code
What ISM screen would you go through, if we are transfer in from OFI to Wealth or Wealth to Wealth request and you want to see if it was being initiated?
Bonus 100: If you know the pathway from the beginning opening screen?
Memo Management
Bonus: =AI = ME
Can a non Canadian citizen who lives in a permitted country open a registered TFSA who has a sin starting with 9?
Bonus 200: how many days does a person have to live in Canada to be considered a tax resident?
No
Bonus: >=183
How can we cancel a transfer request what is the required form called?
Letter of Indemnity
Which RESP plan under TD can qualify and attract Additional CESG and CLB grants?
Bonus 500 points: Can you name all the different type of Grants and what type of plan can administer those grants?
TD RIO
Bonus: Grants: Basic CESG / Additional CESG / BCTESG / CLB / SAGES / QESI
Waterhouse: everything but CLB and cant administer additional but holds it (key note)
MF only basic CESG and Term holds all Grants
Serge is taking a call for a transfer in request from OFI to TD Wealth, Serge starts with the Welcoming giving the full WIC brand, authenticates the rep, and restates the inquiry asks open ended questions, provided the right information with appropriate SLA did a comfort check and ended with WIC branding why did Serge not get 100% on this call? (not a real call)
Recap
If a client had a halt trade on there account, what ISM screen can help you determine what the halt trade can be from?
Bonus 100: What is the pathway for this screen?
SPAD
Bonus =RR = CS (insert Account number) = CM
What Account can we add Beneficiary to and what accounts can we add Successor?
Bonus 50 points: Can we add Contingent Beneficiaries?
Extra bonus 100 points: How many beneficiary can we add?
Beneficiary: TFSA / RSP / RIF / FHSA
Successor: TFSA / RIF
Bonus 1: No only PIA
Bonus 2: As many as you want as long as the allocation is 100%
What systems would you use if you were to check for a statues update for a OFI transfer into TD term account? for TD MF? for DI?
1.) Kofax / RPD / WCM
2.) Kofax / Baycom / WCM
3.) ISM / WMM (kofax incase for manual) / WCM
1.) Serge opens a RDSP for his child under DI, the account is open as of August 12, 2026. Serge would like to contribute into this account today, would he be able to make that contribution?
2.) How long do grants have to stay into a RDSP for them to be fully mature?
1.) No he would not be able to as there is a timeframe where the RDSP account needs to be registered with ESDC which takes 6-8 weeks.
2.) 10 year rule
What are the LQI Guidelines pillars (Promised Attributes)?
Welcoming (Greeting) / Curious and Caring (Active listening, and clear tone and language, Restate and open ended questions) / Knowledge (providing information requested) /Helpful ( Make it easy, educate, recap and comfort check) / Thankful (Closing with WIC brand)
What ISM screen would you look if the rep was asking if the beneficiary has been updated on a existing account?
Bonus 100: What is the ISM Pathway?
Document List
Bonus: = ap = dl
What are the steps to add a new Beneficiary for a existing RESP?
Bonus 200: What are the steps to make changes to a existing beneficiary on a RDSP who is the Account holder as well? for example name was misspelled?
1.) We would need to do the CESG grant form, and Annex A and Annex B (if needed only if the Grandparents are the account holder and parents of the child are still Primary caregiver)
Bonus: LOD and supporting documents such as birth certificate.
What is the typical SLA for cheque deliveries?
15 business from the day it was sent
If Dan was a subscriber for his son's Troy RDSP, and now Troy has turned 18 this year and is mentally competent, what are the rules and regulation that need to be taken place?
When a beneficiary of a RDSP turns 18 they are considered legally adults and if there are mentally competent, they should have there own account open and transfer the existing RDSP account over to the new account. (Answer New Account opening/transfer over)
What is the definition of HEAT?
Hear/Empathize/Apologies/Take action
If I wanted to confirm if a contribution or transferred was completed or not what ISM would I review? (Other then the main one MM)
Bonus 100: what is the ISM pathway to get to this page?
List Details
Bonus: = RS = LD
What steps and documentation are required to add GPA to existing account if the account holder is not in the branch?
Go through a Easy apply opening the same type of account that is open, selecting the option of adding a GPA (enduring POA) to account, go through application when signing printing the application and having GPA wet sign the documents and stating GPA signed, then scanning in the supporting documents with CTC stamp on Legal GPA documentation and also we require a doctor letter stating the account holder where abouts. Before submitting putting in a comment stating we are adding GPA to existing account inputting account number.
Serge's grandma has a DI RESP account for Serge's children and she has been using her account daily, sadly Serge's Grandma is getting older and wants to now move the RESP plan over to Serge's DI RESP plan. Can this request be completed through WMM?
Bonus 300: I will ask the question........
No it cannot the system will recognize that the account holder's will be mismatched and what needs to be done is manual request with LOD signed by grandma to move the funds.
Dan steps into the branch with his family, he already has a existing RESP with DI his goal is to close the RESP and move all the money out and pay the taxes, as his last kid is finishing school. The rep helping Dan, conducted a breakdown they figured out he had $90,000 EAP left with the account with Grant being $5,000 and $85,000 from income, $10,000 PSE. What is the process to fully close this account?
Bonus 300: If Dan kid was in there first year in school and now completed 6 weeks of consecutive school what is there maximum EAP they can withdrawal for part time and Full time?
There is different ways to conduct this answer since the kid is still in school so either is right, Client can take out EAP for the amount of the expense of the school with proof of expenses. Then do a AIP withdrawal for the excess EAP and NCW withdrawal for the PSE portion. Or can take out PSE and do a AIP withdrawal to close the account off. If they had a RSP with contribution room they can move maximum 50,000 to RSP as AIP withdrawal
Part Time $4,000 / Full Name $8,000
What are the Shared commitment for TD Framework?
Think like a customer/ Act like an owner/ Execute with speed and impact / Innovate with purpose / Develop our colleagues
If a rep was wondering how much a clients Minimum payments were on a RIF CAD/US what ISM screen would be the most helpful? and what is the ISM pathway as well to get there?
RIF Payment Panel screen (ACCOUNT PROFILE GENERAL PAYMENT)
=ap = mp = rf