Holds
What is the hold duration for cheques issued in US dollars drawn on a Canadian financial institution?
5 business days
When must a Release From Liability form be completed?
Cash w/d of $10,000 or more
Is a photo driver's license enough ID for a non-customer to cash a Federal Government cheque?
Yes-one piece from Part A or B that has photo & signature
When processing a Visa/MasterCard payments from another financial institution for a non-customer, and the amount is equal to or exceeds $3,000, what is required?
Customer must provide a statement showing an amount equal to or greater than the amount being paid
Explain a UTR & whom you inform when you complete one.
UTR stands for Unusual Transaction Report - complete for any amount that is deemed "unusual" for the clients banking behavior. While you can request your supervisor's assistance with completion, you are to tell NO ONE that you've completed it
What is the hold duration for cheques drawn on a US financial institution?
15 days
Record that the client refused to sign it and that you explained the risks involved with taking large amounts of cash, then file in your days work.
How do you negotiate cheques payable to an account holder AND another person?
It must be deposited into an account in both names
What is the process for accepting mail deposits?
Record: date, account #, name, amount on the Daily Record of Mail Deposits Form - 2 staff members initial the form and both staff members witness the deposit of funds
What must you do if a customer tells you they want to escalate a concern/complaint on their own?
Provide them with the "Do You Have a Complaint?" brochure (you need to know the correct name of the brochure).
What is the hold duration for accounts opened greater than 90 days where the cheque is up to $1500?
4 business days
What WRITTEN disclosures are required to be provided to the customer for ODP and PODP?
ODP Schedule (#902484) & FST is FSA is not already on file
How do you negotiate a cheque payable to a business AND a personal name?
Cheque can only be deposited to the business account and the person must sign the back of the cheque
When a non-customer is paying a bill in the amount of $3,000 or more, what specific information must be collected?
First and last name, residential address, date of birth, one original and valid acceptable piece of Government issues photo ID
A customer would no longer like to receive emails or texts from TD promoting products or services. What tool do you use in order to process the customer's request?
CASL's "EPC Tool"
What is the hold duration for an account opened less than 90 days?
5 business days
What disclosures are required to be provided to the customer when switching account plans and the client does not have an FSA on file (FSA# on ECIF)?
Client must sign FSA; provide FSA, FST, About Our Accounts & Related Services, About Our Interest Calculations, CDIC disclosure
What is the purpose of C.V.S. and what items can be sent for verification?
1. Confirms authenticity of the cheque by contacting the issuer.
- Minimum $10,000 CAD or USD
- Payable to registered name on CIF
- Issued from a business account
- Issuer originates in Canada or US
- Appropriate and full amount hold is lodged
- Drafts and Certified Cheques are elibigble
EXCEPTION - $3,000-$9,999 - include details as to why you're suspicious of this transaction
In what 2 scenarios is a Wire Payment Checklist mandatory?
Wire is greater than or equal to $50,000 AND/OR BM has approved a faxed wire
What should you do if a customer cites his/her rights to access his/her personal information under PIPEDA or TD Privacy Code (ie: wants copy of account messages, etc)?
Personal Information Access Request form & inform the customer it could take up to 30 calendar days
What is the hold duration for cheques drawn on a FI located outside of Canada or the US?
30 days
You have just assisted a customer by issuing an access card. The Easy Access Customer Confirmation Form (#581076) prints - What sections do you review with the customer? HINT: There are 7
1. Section 5 - Card & PIN Security and Confidentiality
2. Section 7 - Your Liability for Transactions
3. Section 8 - Our Liability
4. Section 10 - Limits
5. Section 12 - Resolving Disputes
6. Section 14 - Service Charges
7. Section 30 - If you have a problem or concern
When can you refuse to cash a Federal Government cheque? (HINT: There are 4)
1. Cheque has been altered
2. Reasonable grounds illegal/fraudulent activity in relation to the cheque
3. Amount exceeds $1500
4. Unable to provide appropriate ID
What transactions are prohibited for a non-customer?
HINT: There are 3
1. Sale of drafts
2. Transmission of incoming/outgoing wires
3. Purchase/sale of precious metals
What should you do if a customer claims that they believe their privacy was breached by TD?
You must escalate to Branch Management immediately (supervisor if no management in branch). BM/Supervisor will notify the Privacy Designate via email at TD.PBOOpCon@td.com to advise of the privacy even and include as many relevant details as possible. Also, they must be familiar with the Privacy Intranet site and the protocol as well as tips on dealing with complaints. Note: MGMT/Supervisors search "how to report a privacy event" on BWEB.