Procedure
CW18 on customer account. Can the cx still make POS/chip and pin purchase?
YES
CW18 is a System generated; CHIP-PIN, Tap and minor online transactions can go through depending on the transaction
What is the color of Layali's mouse Pad?
Purple 🤩
What is CSO limit for TD points goodwill/Accelerator Rewards Grid?
10,000 points for TD rewards points
1-2500 - Aeroplan Points
What is TW30? What are situations that we may use it?
What is TW34?
TW30 is Reissue decline
A customer is requesting an early reissue of their card, including cards expiring within 3 months and the customer will not be able to receive the card
A customer's card has expired, and they have not received a new card due to a Reissue Decline (RD) status
A customer's card has a Closed (CL) status and they want to reinstate the account
TW34 is for TD Help when CX having a financial difficulties and they are currently with TD Helps support
CX came in as phone number mis-match but they are already VP auth, they are looking to do a CLI, what is our next step for doing a CLI?
Exceptionally High risking the CX!
What is the age limit to add as an additional card holder?
There is no age limit
Customer forgot their pin for their First Class Travel credit card, can you follow the pin maintenance to help the customer hear the pin?
No. Only USD credit cards can hear/change/unblock their PIN through the IVR.
Customer is calling in to do a product transfer and a credit limit increase, which one do we do first?
Complete the increase first and then proceed with the product transfer
Which host screen shows the credit card ATM limit
ACS MPRO
Customer failed Phonecode, do we refer to branch or can we proceed with another method of authentication?
We can proceed with another method of authentication. However we need to pay attention to the procedure if it is exception high risk.
what information can be found on MPTI?
Card watch (block), Tiered watch (Block)
date when the block was started
For merchant verification what information do you take from the merchant in the beginning of the call?
Rebecca is 19, and just got her first credit card. Calling to know what she needs to do to avoid paying interest. What would you tell her?
Tell the CX if their billing cycle date is the 4th of every month. There is 21 days grace free period. By paying your balance in full before statement due day you will avoid interest