Authentication
True/False - If Customer provides password and it does not match, we must tell them that it does not match and follow three-strike rule.
False
True/False - When Customer calls through TDVP or TDASAP, we only have to thank them for using the service
False
Must obtain full name
True/False - If Customer's profile is locked and they are unable to Failsafe, we can use ID Proofing to unlock account.
False - ID Proofing is only used for high risk transactions when Failsafe is used as primary authentication due to account being locked
What is the most important part of TDDCA that we MUST disclose to Customers (aside from fees)?
Discretionary
Right/Wrong
Ovation: Please tell me who you share this account with, if anyone?
Specialist asks: Do you share this account with anyone and if so, what is their name?
Wrong
Meaning has been changed from open-ended to close-ended
Full name and Cat A
If Customer's password in Ovation shows 00beanie10, and the Customer provides beanie1, can we accept?
Yes
If Failsafe was used as primary authentication, what is required before completing high risk transaction?
ID Proofing
True/False
If a customer is not enrolled in TD Debit Card Advance, ATM and one-time debit card transactions will be declined at point of sale when the account's available balance is insufficient. Standard Overdraft Service will still apply
True
Right/Wrong
Ovation: Please provide the number of accounts you have with TD Bank
Specialist says: How many accounts do you have with us?
Right
Meaning was not changed
If Customer provides debit card transaction for Cat B less than $20, how must we proceed?
Fail question, say thank you and move to next question, if available
True/False - If Customer provides a vague response, for example "last week", we can prompt them for a specific date
True - but do not lead them by providing the day/date
If we are offering Standalone option, we must confirm phone number has not been updated in past X days and which screen do we use?
30 days, IMIP
True/False
Fully opt out means TD will not decline one-time debit card and ATM transactions, but attempt to return checks, other transactions, bill payments, online transactions, recurring debit card transactions, external transfers to other financial institutions and telephone transfers if possible
False -
Will decline one-time debit card and ATM transactions
Right/Wrong
Specialist asks: In reference to your TD Debit card please provide the amount and Name/Merchant or Date of a recent purchase.
Customer replies: I had a direct deposit in the amount of $1250 on 7/2/21
Specialist says: Okay, in reference to your debit card, have you had any recent purchases?
Customer replies: Walmart for $60 (Ovation shows a match, Specialist passes)
Specialist responds with something other than Thank you
What is the only acceptable response when Customer provides answer/s to Cat A/Cat B questions?
Thank you
True/False - If Customer's name does not match Ovation, we must tell them it does not match and abide by three-strike rule
False -
Per CCWeb, if Customer is unable to Failsafe what two options should be offered?
Store/OLB
If Customer changes their TDDCA status on Friday, the changes will take place when?
Next business day OR date provided in Ovation
Right/Wrong
Specialist asks: In any of your recent visit to a TD Bank Branch/Store or ATM, please provide the date and amount of your transaction.
Customer replies: I made an ATM deposit at Ark Rd for $500
Wrong
No date provided
True/False - If Customer fails Cat B question, you can clarify the question if it appears they misunderstood
False
True/False - If Customer discloses at the beginning of the call (prior to authentication) that they are calling in reference to a debit card transaction for $120 at Walmart.com, we can accept that for Cat B as long as it exceeds $20 threshhold
False
You may not ask the same question using different wording or a different product if customer failed the question the first time it was asked, however, you may attempt to clarify the question before marking it as a failure if you believe that customer misunderstood
If a Customer's profile is locked, what is the first question we should ask them before determining next steps?
If you are not a CBB specialist, ask customer if they are a Canadian Citizen or Resident or have a relationship with TD Canada Trust.
True/False
TD Debit Card Advance is a discretionary overdraft service, in addition to our Standard Overdraft service, that gives us the discretion to pay one-time debit card or ATM transactions when funds are not available in a Customer's account, but it may result in a fee.
True
Right/Wrong
Specialist asks: In reference to a Direct Deposit or Withdrawal, please provide the amount and source or date.
Customer replies: Progressive Insurance on 7/4/21 for $350 (date is out of range)
Specialist replies: Thank you, in reference to a direct deposit or withdrawal, something that is credited or debited from your account using the account and routing number, can you provide the source/date and amount?
Customer replies: Direct deposit from unemployment for $650 (Ovation shows a match, Specialist passes)
Wrong
First response was acceptable as name and amount matched
If Specialist considered it to be a fail, they would not be able to clarify and ask same question