Show:
Authentication
Procedures
Gateway Host Screens
POA/Signing Auth/Third Party
New Products
100

Is adding a OFI credit card to a bill payment list considered high risk authenticated?

Yes - OFI credit cards is high risk when adding it to the cx bill payment list.

100

What's the first step you take on S3 before processing a fee reversal

JUMP BRANCH!

100

Which host screen do you change a customers flash/tap

ACS MACT

100

Can a third party translate for a customer?

NO! Specialist must rely on Telephone Translation Services only.

100

How much is the fee to transfer your TD TFSA to another financial institution?

The Answer: $75 (+ applicable taxes)

200

"Please provide me the details of a recent deposit in the last 31 days" Which three answers can you accept? 

  • Amount (+/- 20%)
  • Date (+/- 2 days)
  • If no recent transaction, a null response is acceptable
200

Customers from Alberta cannot open PODP. True or false?

False. Quebec is the only province not allowed to open PODP. 

200

Which screen do you access to add a PTS/SSV

CPA MENUS

200

Can a parent (with signing authority) do a real time transfer from the youth account?

Bonus: What's the limit?

YES as long as we can verify the signing authority.

Bonus: Same real time rules apply. $1000/day

200

Can you open a new ODP or PODP on a joint accounts "any to sign" with only one account holder on the line.

No, you must have both parties consent to open 

300

"What is the graduation year on your student Line of Credit?" Is this Cat A question or Cat B question?

It's Cat A

300

Customer is traveling abroad and has misplaced their debit card. The customer is low risk authenticated, can we send them a new card?

Yes, per procedure you can send out an emergency access card. 

300
Host screen to change customers debit card limits

ACS MPRO

300

Customer abruptly hands the phone to another party, how do we proceed?

TAPING DISCLOSURE!

300

True or False: You can update a customer's SIN number when opening a TFSA, if no SIN currently exists.

True. If no SIN is on file you can proceed with updating the SIN during a TFSA account opening.

400

If you manually fail a customer and you realize they have a phone code. Can you put them in the IVR and phonecode authenticate the customer?

Yes. However, best practice would to identify or ask for phonecode first before beginning manual authentication 

400

True or false: When updating a customers employment address information you must proceed with reading the disclosure  "Tell the customer they must notify TD Waterhouse and TD Insurance directly to change their address." 

False, this disclosure is only for address changes. Employment updates require no addresses.

400

What screen do you access to obtain account number on a restricted profile?

ACS MACT/MPRO/EACS

400

If a customer provides third party consent, what activities can we complete?

NONE!

INFORMATION ONLY (excluding specific account numbers)


400
When do we disclose the blue bold "Your phone/email will not be used for any other purpose"

Only if a customer provides a new number/email and chooses not to update on file/CIF. 

500

If a customer is CTI only and their voiceprint is green. Are they authenticated? 

No, If a customer has Voiceprint but is CTI only the customer must be VP and Phonecode authenticated.

500

What is 4 of the 5 qualifiers a customer must be to get a check release hold. 

  • Has the customer established a credit product with TDCT? (ODP is not considered a credit product)
  • Does the customer have direct deposit for their pay/pension or gov't deposit?
  • Does this deposit appear normal for the account activity? 
  • Does the customer have no returned deposits in the last 3 months?
  • Has the customer been with the bank for a minimum of two years?
500

Host screen to turn on or off sharing restrictions

CIF MCCP

500

Can we authenticate a POA with a POA access card, but no active accounts?

YES! Only if POA is identified in CIF EASN and they have a PhoneCode.

500

True or False: Infinite Credit Cards Interest Rate is 19.99% for rest of canada

False infinite credit cards have a higher interest rate of 20.99%