Robbery & Awareness
000337 (always 00+0337, 6 digits)
What verbal and written disclosures do you provide a customer when offering Overdraft Protection (ODP)?
Tell the customer:
-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 you have ODP transactions and your recordkeeping option is Paperless, ODP information will be included in a monthly statement; you will receive an online statement if you have EasyWeb access, or a paper statement if you don't have EasyWeb access
What are the 4 members of CDIC?
-Toronto Dominion Bank
-Canada Trust
-TD Mortgage Corporation
-TD Pacific Mortgage Corporation
Where is our emergency meeting locations? Where is the first aid kit located? How many fire extinguishers do we have in the branch?
First meeting location:
-against the fence across the branch
Second meeting location:
-fire station on York Mills and Bayview
-First aid kit is located in the lunchroom
-We have 7 fire extinguishers
What verbal disclosures must you provide when switching a service plan on a Personal Deposit Account?
Tell the customer:
-Account Plan Monthly Fee
-Transaction Limits (if applicable)
-Features and Benefits of the New Plan
-If you have Pay-As-You-Go Overdraft Protection (PODP) or Monthly Overdraft Protection (MODP), it will remain on the account and applicable fees will apply
What is CDIC? What is covered and what is not covered for the customer?
-Canadian Deposit Insurance Corporation
What is Covered:
-Deposits in Canadian/foreign currency
-GICs
-other term deposits
What is not Covered:
-Mutual funds
-Stocks and Bonds
-Exchange Traded Funds (ETFs)
-Cryptocurrencies
Where the Branch Business Continuity Guide (BCG) is located. What does it contain?
This is located on the windows page on the bottom left of the screen.
This was created to help colleagues identify what you would do in the event of a business disruption. It provides open/close direction as well as steps to follow to meet minimum customer expectations (e.g. severe weather, power outages...)
What written and verbal disclosures are required when you Accept a new Pre-Approved Offer for a Personal TD Credit Card?
What must you specifically ask and complete with the customer to get their consent to proceed with accepting the offer?
Verbal disclosure:
Do you consent to TD providing electronic versions of the Cardholder Agreement, Disclosure Statement and other important legal documents to the email address you provided and to TD providing some of these documents through links if your application is approved?
Tell the customer:
-Their interest rate
-All fees and rate information will be provided to them in writing when they receive their card
Have the customer sign the 'Accepting a pre-approved credit card offer' form
Ask the customer:
-"Do you consent to us providing you with the [name of product] on the terms we have disclosed to you?"
What does the FCAC stand for and what does it do?
-Financial Consumer Agency of Canada
-The FCAC is responsible for protecting the rights and interests of consumers of financial products and services. It supervises federally regulated financial entities, such as banks, and strengthens the financial literacy of Canadians
What are our branch cash limits allowed in the secure desk drawer, MIKOR unit, CRUs?
Secure desk:
-$18,315 CAD
-$5000 USD
-2000 EUR
-2000 GBP
-10,000 MXN
MIKOR unit:
-$3000 CAD rolled coin
CRUs:
-unlimited
When a customer transfers from their existing personal credit card to another personal credit card type, what disclosures must you tell the customer?
-The date when interest accrues/grace period
-All non-interest fees
-The minimum payment will increase to the greater of 5% of the New Balance or $10, plus all past due amounts and any amount that exceeds the credit limit, following the Product Transfer.
What does DNCL stand for? Where do we go to update the DNCL for customers/non-customers?
-DNCL (Do Not Call List)
-TD's internal list is made up of numbers downloaded from the National Do Not Call List Registry as well as those specifically added to TD's central internal DNCL
-Go to B-web, access an complete on Enterprise Do Not Call System
What steps would you take in the event of an emergency/robbery situation?
1. Comply with the robber's demands and show your willingness to cooperate
2. Leave the note (if received) on the cash device face up or set the note to the side of your workstation; do not handle any devices or packages placed on your workstation by the robber
3. Let the robber know you are going to get an "underride"
4. Obtain and hand over the cash from CRU (press F12 to dispense $200) and place cash along with decoy in the plastic bag
5. If the robber asks for more cash, press F12 again. After giving the cash to the robber, remove yourself from the situation
6. Tell the Branch Manager or branch delegate to set the Emergency Instructions into action once the robber(s) has left the branch
7. Supervisor/Manager to lock the doors, including all witnesses and contact 911 & IRC
What tool is used to initiate a Fraud Disputed Transaction Claim? What verbal disclosure is required prior to completing the fraud dispute?
-Dispute Advisor on B-web
Tell the customer:
-The claim will be forwarded to the Fraud Management Group for investigation and will be actioned within 10 Business Days
-You will receive a letter from the Fraud Management Group with further instructions if the claim is declined; if the claim is approved, your account will be credited
-Your existing Access Card will be closed and a new card will be issued to you
FCAC monitors TD's compliance in a variety of methods, what are they?
-Code of Conduct and Ethics
-Low Cost Accounts
-Consumer Protection Framework Appropriate Product Assessment
-Clear Language Principles and Guidelines
-The Customer-Centered Commitment