Authentication
How do you ask the customer for OTP?
Do you have mobile/ phone in possession?
Can you provide me with the phone number?
Do you agree to receive a one-time passcode?
What do we do if a customer misplaced there credit card?
MPTI and enter CW35 under UPDATE CARD WATCH STATUS
What do we do with BR CI Strategy block?
BR CI Strategy block calls should be transferred to Fraud OPS (Senior Detection) at 1-844-218-9830
where do we find Customer's Interac e-Transfer Registration ID Number on gateway?
Customers that are victims of account take over can only be authenticated with
VP/OTP/PC/MOBILE AUTH
What type of authentication is needed for VoicePrint Enrollment?
Exception High Risk
What are the time frames we can place a VBV for a customer?
VBV Bypass set for (10 minutes / 30 minutes / 1 hour)
What do we do with APEX transaction?
APEX transactions should not be tagged as fraud; customers who are disputing these transactions should be transferred to EasyLine or referred to branch.
what does EMT 323 mean?
Security question has been correctly answered but recipient did not proceed to collect the money
What goes up, but never comes down?
age
What type of authentication is needed for CW15 ?
High Risk
What do we need to do right before we do a LS on a Credit card?
Token Removal
What program would we use for Digital' transactions & Non-Digital' transactions
FICO Alert Manager 'Digital' transactions
PRM 'Non-Digital' transactions
what is Possible Recipient of Fraud Funds?
The Sender listed in the Interac e-Transfer (EMT) transaction has not yet confirmed if the transfer is fraudulent, however our detection team and OFIs believe it is likely to be confirmed fraud
Which word in the dictionary is spelled incorrectly?
incorrectly
What needs to be done if we see Purple status (suspicious) on voiceprint?
Must be referred to the branch regardless of their enrollment status
The following block codes require high risk authentication
CWO2, CW15, CW03
A customer is a victim of cheque fraud what MCOM would we put on the customers account?
VICTIM OF ACCT TAKEOVER, USE CAUTION
ONLY ACCEPT VP/OTP/PC/MOBILE AUTH
If an Interac e-Transfer transaction was cancelled, but the funds have not been returned to the customer's account after 2 business days what do we do?
send an email to TD.CentralServiceCore4984@td.com (CC: td.cardfraud@td.com) with the subject "Cancelled EMT/Not returned" and all the transfer details to request the e-Transfer funds be deposited
It has keys, but no locks. It has space, but no room. You can enter, but can’t go inside. What is it?
A keyboard.
If the customer comes in Mobile Authenticated how can we Exception High-Risk authenticate the customer?
What do we do if a customer comes in and their was a Credit Card Fraud Application done what would we do?
TWL7
What do we do if customer is inquiring about wire transactions?
Customer inquiries related to Wire transactions should be transferred to Wires Fraud Detection (Specialty Fraud) at 1-844-659-2876.
Daytime - Monday to Friday - 7am to 8pm
Overnight - Monday to Thursday - 8pm to 7am & Sunday - 5pm to 7am
Saturday - Closed
If outside of these hours, customer can be given the phone number to contact the department.
what is Auto Reclaim?
Recover Funds
What does the following MCOM imply?
A01 AUT52 (LAYER 1) FIRED ON
ACS 4724XXXXXXXXXXXX
SDA has place the debit card in E status and placed full holds on the accounts.