Everyday Banking
The Financial Consumer Agency of Canada (FCAC) is a federally regulated agency that ensures Financial Institutions comply with consumer protection measures & promotes financial education. TD has publicly committed to making banking products accessible by offering a low-cost account. This account is offered free of charge to a specific demographic.
What is:
TD Minimum Chequings Account
Free of charge to recipients of the Guaranteed Income Supplement (GIS) and beneficiaries of a Registered Disability Savings Plan (RDSP)
We must allow people to cash Federal Government Cheques up to a certain limit, even if they are not customers of TD. Non-Customers must provide the following identification to proceed or will be declined and given a Letter of Refusal.
What is:
$1750 per item and
2 pieces of ID (1 indicating Name & Address and the other Name & DOB), or 1 piece issued by the Government of Canada or the province & MUST bear a signature & photograph.
Additional disclosure provided when handling Aeroplan credit products.
What is:
You acknowledge & consent to the additional collection, use & disclosure of information about you with Aimia Canada, the owner & operator of the Aeroplan Program.
This guide is used to help employees identify what they need to do in the event of a business disruption (vault lock-out, system failure, etc.).
What is:
CONTINUITY Guide
*located on your workstation computer under Start menu & "continuity guide"*
If the customer or non-customer does not want to be contacted by TD or wants to be removed from our Do Not Call List.
What is:
the Enterprise Do Not Call System
Hold Funds Policy USD/Foreign:
1. USD Chq drawn on a CAD institution
2. CHQ drawn in the US
3. CHQ drawn outside CAN & US
What is:
1. 5 business days
2. 15 business days
3. 30 business days
Supervisor must complete and tick each action on the S3 checklist acknowledging due diligence has been completed and information validated with customer. Supervisor provides approval and releases the wire payment.
What is:
Due-diligence required when completing or releasing a wire transfer equal to or greater than $50,000.
Verbal consent statement required when processing an increase to existing TD C/C.
What is:
Do you consent to a credit limit increase of $[amount] bringing your total credit limit to $[amount]?
This service verifies the authenticity of a cheque by contacting the issuer and verifying the amount and the payee information. They identify items that are altered or counterfeit. They DO NOT confirm stops/holds/balances.
What is:
CVS - Cheque Verification Services
An end of day premise check is mandatory to ensure no people have been left in the branch at closing, nor personal information left unlocked. If required, I am able to delegate this task to ONE other type of senior officer.
What is:
Any level 4 or higher (not required to hold a branch key or combinations)
I will only approve your mortgage if you transfer-in your investments first.
What is:
Coercive Tied Selling
*If the customer asks for information you must provide them with the Prohibited Conduct Rules for Banks brochure located in the brochure stand*
Account maintenance: when switching a personal deposit account there are specific verbal disclosures to be conveyed to the customer.
What is:
- Account plan monthly fee
- Transaction limits (if applicable)
- Features & benefits of the new plan
- If ODP exists, disclose information regarding applicable fees and confirm that it will be transferred to the new plan
Verbal consent statement required prior to proceeding with a pre-approved credit card activation.
What is:
Do you consent to us providing you with the [name of product] on the terms we have disclosed to you?
CHEQUES over $5000 presented for certification (issuer not present) must follow what additional due diligence.
What is:
Call the ISSUER at the phone # on file (CIF) to confirm the legitimacy of the cheque. Supervisor authorization required.
Procedure to update a customer's contact preferences including sharing restrictions, sharing of information/market research participation and credit bureau options.
What is:
C3 Contact Preferences or CIF MCCP
KYC Information that must be collected at account opening.
What is:
- Full name
- DOB
- Full Address
- Employment Details & Full Employer Address
- Acceptable ID (ABBS)
Permitted & prohibited transactions for non-customers.
What is:
Prohibited - sale of drafts, wire transfers, purchase/sale of precious metals, cashing non-government cheques.
Permitted - cashing Federal Gov. chqs up to $1750 CAD per item, bill payts ($2999 CAD EQ), foreign exchange ($2999 CAD EQ), cash & coin exchange ($2999 CAD EQ), sale of commemorative coins ($2999 CAD EQ), 3rd party cash dep to TD Account ($9999 CAD EQ), cash payt to TD Visa or any TD credit product ($9999 CAD EQ).
Written disclosures that we need to review with the client before proceeding with a new credit card product.
What is:
- All interest rates
- The date when interest accrues/grace period
- All non-interest fees
- Minimum payment requirements
Canada Deposit Insurance Corporation - CDIC
Insures eligible deposits at a member institution. The amount it covers is $100,000 per entity (4 entities).
The eligible and non-eligible deposits are ...
What is:
ELIGIBLE; savings & chequings accounts, GIC's & other TERM deposits, money orders & drafts, certified chqs, foreign currency (eg. US)
NOT ELIGIBLE; mutual funds, stocks & bonds, ETF's, cryptocurrencies
The procedure to follow when a customer requests to no longer receive electronic messages (email) from TD.
What is:
TD Enterprise Permissions Center (EPC) tool.
Disclose could take up to 10 business days to take effect and may continue to receive emails for those 10 days. CX will receive an email within 24hrs confirming their successful unsubscribe request.
Secure Room Cash Limits:
1. USD working supply
2. CAD working supply
3. GBP/EURO/MXN working supply
4. Micor Drawer
What is:
1. $5000
2. Max. 99 bills per denomination or $18,315
3. 2000/2000/10,000
4. $3000 coin and $100 USD
Access To Funds Regulations:
When someone makes a cheque deposit to a personal account, we must give access to the first $100 of each cheque, immediately.
There are 3 eligibility requirements for this policy.
What is:
- payable in Canadian dollars
- drawn on a Canadian Financial Institution
- account open MORE than 90 days
Verbal disclosures provided to client for ODP/PODP setup.
What is:
- your monthly statement will include your ODP information
- the statement will be delivered to you by paper or online, based on your current recordkeeping option
- if your current recordkeeping option is Paperless, we will send you an online statement if you have Easyweb, or by paper if you do not
CVS eligibility requirements.
What is:
- Chq is min. $10,000 (CAD or USD)
- Chq is payable to the registered name on CIF
- Chq is issued from a business account
- Issuer originates in Canada or USA
- Appropriate and full amount hold is lodged
*BOTH drafts & certified cheques equal to or greater than $10,000 are eligible*
Often when a customer is asking for access to personal information, there is a potential unresolved issue or complaint. Make sure you understand the reasons for the request & attempt to address any concerns noted by the cx. When a customer makes a request to access their personal info, you need to ...
What is:
complete the Personal Information Access Request (PIAR) form and email it to TD.PIAR@TD.COM. Tell the cx the information will be sent within 30 CALENDAR days to the address provided on the form, by REGISTERED MAIL. Advise cx that a Customer Resolution Officer may contact them for follow-up & disclose there could be potential fees.