Authentication
Customer's MCOM has an A01 alert indicating 'CTI only & verbal password'. How do you proceed?
Customer must be authenticated in one of the following ways
VoicePrint, One-Time Passcode, Phone Code, Mobile Authenticated, or Document Verification Service (DVS)
When can we add a travel watch onto a credit card and for how long?
Customer's card is blocked while travelling. CW10 can be lodged for a maximum of 60 days
How to check recent maintenance on profile (Hint: not MCIF)
CIF EJNL
Why would I not be able to delete tokens on a Credit Card before completing an L/S?
No tokens or deleted tokens need to be unselected
What do we look for under the status column for an indicator to reflect the transaction was not authorized by Verified by Visa?
Typically anything but a "Y" indicator
What is a Gateway Phone Mismatch Message?
When message is displayed, Exception High Risk Authentication is required to perform High Risk transactions.
What fraud codes do we use for a lost card with POS 07 fraud transactions? No existing card watches on file.
Code 1 - Card reported lost - with fraudulent transactions
Code 2 - CU - Customer called in and identified fraud
How to check for signing authority on a business profile?
CIF EOAD
Which department do we transfer Private banking Employees or Customers?
Premier Service Line - Fraud
What is both of your coaches first and last name?
Jessica Ransome
Shanzey Shahab
What type of authentication is required for updating customer's phone number ? Name all the methods of authentication
Exception High Risk
TD VoicePrint with Step-Up Authentication using either PhoneCode or One-Time Passcode
VDC - Authenticated with Phone Code
VDC - Authenticated with OTP
VCC - Authenticated with OTP with either Access Card # or CVV2
Mobile Authenticated with Step-Up Authentication using either VoicePrint, PhoneCode, One-Time Passcode
One Time Passcode with either Access Card # or CVV2
PhoneCode with either Access Card # or CVV2
Document Verification Service (DVS)
What is a fraud transaction with a POS Mode of 07 with token A?
Account Takeover - Tap with mobile wallet
Which TSYS screen will tell me the previous card watches on a credit card?
IAED
What do we do if we see a TWL8 on MPTI?
Review notes on PEGA, transfer to Senior Detection (SDA) 1-844 218-9830
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.
What information do we need to authenticate a branch representative?
1. First & Last name
2. Logon ID
3. Send a 4 digit code via teams and ask the colleague to verbally confirm the code
4. Customer's name, card number and how they authenticated the customer
In which situations would I need to send an admin referral to Markham Onshore Claims?
dditional/no longer fraud on Resolved to Case Management with:
Account takeover
Fraud greater than $10,000
CHIP/PIN transactions
BOAT transfer fraud
Stolen Credit Card cheques
Claims pertaining to TD Cash Back MasterCard
What TSYS screen will tell me the name/card # of an additional cardholder?
TSYS IACI or RCRD
What account numbers are we NOT allowed to disclose?
What is always in front of you, but can’t be seen?
The future.
If there is an MCOM referencing a lost/stolen device or compromised device credentials, what type of authentication are we NOT able to accept?
Cannot accept VDC - Authenticated with OTP or VCC - Authenticated with OTP. Must authenticate customer using other authentication methods (excluding OTP).
What type or authentication is required for a CW01 due to Credit Card activation?
An extra CAT B question must be asked in addition to any High Risk Authentication method used. If the customer response does not match, then refer to branch.
What system do we use to edit/update customer information?
C3 --> Customer Details --> Change Details
A customer asks for their credit card to be sent to a TD branch. List ALL scenarios where sending the card to the branch is REQUIRED.
Cards can be sent to the branch in the following situations:
It belongs to you, but your friends use it more. What is it?
Your name.