Customer Problem Resolution
What are the 3 levels of customer compliant escalation process?
Level 1: Branch
Level 2: Customer Care
Level 3: Senior Customer Complaints Office
If a government cheque is presented that you may believe is counterfeited, what must you provide to the customer?
What does the H.E.A.T. model stand for?
H: Hear
E: Empathize
A: Apologize
T: Take Action
If Sarah brought 2 government cheques to deposit into her account, one for $1650 and another for $1765, would she be able to cash out both cheques?
No, she can only cash out the $1650 government cheque
Under the Consumer Protection Framework, when would an interest refund/credit to the customer be required?
When it is determined that a TD Charge has resulted in a bank error:
-A TD charge is applied in error to the customer's account
-A TD charge is applied that is not outlined in the agreement
-A TD charge is applied that is greater than what was outlined in the agreement
-A TD charge is applied for a product/service that the customer did not consent to
When do the access to funds requirements not apply?
-The account has been opened for less than 90 days
-The cheque is stale-dated
-The cheque is double endorsed
-The cheque is not issued in Canadian dollars
-The cheques that are drawn on an institution outside of Canada
-You have reasonable grounds to to believe if its fraudulent purposes
A customer escalates a problem to you. You were able to solve the matter, customer was satisfied and did not want to escalate it further, would you still need to provide anything to the customer?
If the customer is satisfied with the resolution, you must still document the compliant and provide a closure letter and close the case on relationship builder.
What is the petty cash limit we can complete for SBB & COMM customers?
-Petty cash cheque(s) presented cannot exceed a maximum amount of $1000/cheque for SBB customers or $5000 for COM and CRP customers