Cx Problem Resolution
What are the 3 levels of the escalation process for a customer complaint?
Level 1: Branch
Level 2: Customer Cares
Level 3: Senior customer complaints office
What cannot be included in email communications to customers?
We need to obtain customer consent before sending any marketing or promotional emails. Branch Banking employees are not to send emails directly to customers to promote or advertise TD products or services unless specifically requested by the customer.
What written disclosures are provided to clients when they accept, increase, or apply for ODP?
- Overdraft Protection Schedule Form (all account holders)
- Consent to TD Handling of Your Personal Information and Privacy Policy, if applicable
- Appropriate Product Assessment (unless it's an increase)
For cheques up to and equal to $1,500, (if) held for 5 business days, you must provide the customer with a letter. What is the name of that letter
Letter of refusal
How do we add/remove a cx to/from the internal Do-Not-Call list?
Access & complete the enterprise do not call system
TEESTTTTT
What does the HEAT model stand for?
Hear, Empathize, Apologize, Take action
What is the name of the form that must be signed by clients when they withdraw a large amount of cash ($10,000 or more)? What section has to be initialed by the client?
Release of Liability form, section 3 (Potential fraud schemes) has to be initialed
What written disclosures are provided to clients when they open a personal deposit account?
If Overdraft Protection is taken, print and have the customer sign Overdraft Protection Schedule Form
What is the limit to cash a federal gov chq for customer or non-customer and when can we refuse to do so?
The limit to cash a federal government cheque is $1750
We can refuse to cash a federal government cheque if client does not provide ID, we believe the chq is altered or counterfeit, if it is more than $1750, or we have reason to believe there has been illegal or fraudulent activity in relation to the cheque
A cx asks for their personal information held by TD, how do we retrieve it?
Submit a PIAR (personal information access request) form
When do we provide a complaint closure letter to a customer?
A. When they are satisfied with resolution and do not wish to escalate
B. When they are not satisfied with resolution but no not wish to escalate
When they are NOT satisfied with the resolution and do NOT wish to escalate.
How and where do you update a customer's email or text contact preference?
Through the EPC (Enterprise Permission Centre) tool.
What written disclosures are provided to clients when they apply for a new credit card?
- Information box (mandatory disclosure)
- Appropriate Product Assessment
- Application for personal credit(s)
-Credit cards rate/fee summary
- Consent to TD Handling of Your Personal Information and Privacy Policy, when applicable
- TD Aeroplan Credit Card – additional Privacy terms (if applicable FINE IF NOT SAID)
A TD client comes into the branch and wants to deposit an OFI cheque into their account. Their account has been open for more than 90 days, and the cheque is $1500. If it is held, how many days should the cheque be held for?
4 business days
Which account does TD offer to meet the Bank's public commitment to provide a Low-Cost Account . What groups must you provide the account to at No Cost?
TD offers the minimum chequing account as the Low-Cost Account. This account must be free for RDSP beneficiaries and GIS beneficiaries (minimum acct)
Name 3 Complaints that are out of scope.
Product Specific | TD Auto Finance & TD Merchant Solutions
Service/Experience | Parking, lineups, OPC investigations
Branch/System access | Business hours, system-wide outages, branch appearance, Password/PIN resets
Policies & procedures | General comments where no action is required
Fraud Claims | Initial disputed transaction claim
Marketing |Sponsorship or marketing
Where are the three red emergency handbooks located?
One is at the CEC desk, one is on top of the CRU closest to MCE desk, and another one is on the shelf on top of the printer by the secure desk room
What verbal disclosures must be provided to clients when they purchase or renew a Non-Registered Term Deposit/GIC?
- The annual rate of interest applicable to the investment
- When interest is calculated and paid
- The dates on which the investment period starts and ends
- Any charges applicable to the investment
- Whether the investment may be redeemed prior to maturity, and if so, the effect of early redemption on interest payable
- If the investment may be cancelled within a specific period, the duration of that period
- If the investment will auto-renew upon maturity without a further agreement, the conditions under which a new instrument may be issued without a further agreement and:
What is the hold period for cheques issued in U.S. dollars drawn on a Canadian financial institution deposited at the ATM or through the TD app?
6 business days
What are all of the legal TDBFG CDIC member entities?
1: Toronto Dominion Bank
2: TD Mortgage Corp
3: TD Pacific Mortgage Corp
4: The Canada Trust Company
When must we issue an interest credit/refund to a customer? Name them all (4)
- A TD charge is applied in error to the customer's account
- A TD charge was not provided for in the agreement
- A TD charge is greater than what was provided for in the agreement
- A TD charge for a product or service that the customer did not consent to
What transactions are permitted for non-customers and what are the limits?
Cash federal government cheques | $1750 per item
Bill payments, including OFI credit card payments | $9999 Cash
Coin exchanges | $2999
Sale of commemorative coins | $2999
Cash foreign exchange | $2999
Cash deposits to a TD customer account | $9999
Cash payment to a TD credit card/Other credit products e.g. LOC's, Mortgages and , Loans | $9999
What written disclosures are provided to clients when they open a registered product (there are 9 documents)?
- RSP Application
- About Our Accounts and Related Services
- About Our Interest Calculations
- TD Registered Guaranteed Investment Certificate (GIC)/Term Deposit Agreement
- TD Registered Guaranteed Investment Certificate (GIC)/ Term Deposit Terms
- Form 804688 - Consent to TD Handling of Your Personal Information and Privacy Policy
- CDIC - Protecting your Deposits
- TD Market Growth GIC Disclosure Statement (if applicable)
- Confirmation of Investment
- Form 513789 - Language Preference Agreement (Province of Quebec) (For Quebec if customer wants to transact with the bank in English)
What are the 5 eligibility conditions for a cheque to be submitted to CVS?
1. Minimum of $10,000
2. Chq must be payable to registered name on deposit account
3. Must be issued from a business account
4. Chq issuer must originate in Canada or USA
5. Appropriate hold must be lodged
Name all 7 stages of the ATW framework
1. Ready 2. Welcoming 3. Curious & Caring 4. Knowledgeable 5. Helpful 6. Thankful 7. Connected