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Authentication
Status Codes/POS Mode
TSYS
Product Knowledge
Random
100
What languages are offered within the Credit Card Phone Channel? 

English, French, Cantonese, Mandarin and Punjabi  

100

Explain how to find POS Mode on a transaction. 

wfrd - enter to expand the transaction - POS MODE 

100

Which TSYS screen can you reverse a transaction on? 

none

100

What can be disclosed about Insurance on Credit Cards when customer is asking for specifics?

ONLY read what is provided on the product chart

100
What does the acronym H.E.A.T stand for?

H= Hear 

E= Empathize

A= Apologize 

T= Take Action 

200

In order to perform High Risk Transactions, customer must provide ________ or ________ (during manual authentication)

active access card number or credit card CVV2 number

200
Which code equals Manually Keyed Transaction?

01 

200
What TSYS screen can you view negative status codes on and where would they be located?

WFRD 

Top right corner 

200

TD Cash Back Infinite provides Auto Rental Collision/Loss Damage Insurance for how many days?

Up to 48 consecutive days

200

What is the only way to waive your credit card annual fee on premium CC?

open an all inclusive banking plan 

300

Situation: 

Name on Gateway shows - J. Goldrich 

What can agent assist with? 

You can assist the customer with limited activities provided they pass authentication (first and last name still must be confirmed). Only low risk transactions are permitted, as we cannot completely identify the customer. You should ask them to step into a Branch to have their profile updated to better protect their account and speed/enhance Authentication the next time they call.

300

What is the difference between CW03 and all other CW blocks? 

CW03 is anti-block 

300

Which screen do you find the old credit card number on? 

WAGN

IAGI


300

How long does it take to remove the penalty interest rate on CC?

12 consecutive months 

300
Cx has NOT received card in mail and old card has expired. What can CC agent do, if anything ?

CC agent can assist with completing Lost Stolen Report 

400

Successful VoicePrint is considered high risk authenticated and removes which requirements?

"Password", IVR Authentication, Mobile Authenticated and Manual Authentication.

400
Name the following Status Codes:

PD

TW

SF

CR

PD = Past Due 

TW = Tiered Watch 

SF = Security Fraud 

CR = Credit Revoked 

400

Account Event Details can be viewed on which TSYS Screen? 

IAED

400

What is the maximum number of Authorized Users that can be added to a CC and does each individual Authorized User card have a fee? 

max number = up to 3 

no. certain cards first auth user has fee, $0 for subsequent users

400

List all TD Credit Cards that receive annual fee waiver 

  • Annual fee waived on one of the following TD Canada Trust Credit Cards: TD Aeroplan Visa Infinite, TD Aeroplan Visa Platinum, TD First Class Travel Visa Infinite, TD Platinum Travel Visa or TD Cash Back Visa Infinite Card (fee waived for one Primary Cardholder and one Authorized User)*
500

If Category A & B questions have been exhausted, what does the agent do next? 

agent can ask exception questions from exception question list

500

Situation: 

Cx tried to make transaction online using CC, when transaction expanded in WFRD, DEC RS shows 220 MBL CNTL - What does this mean?

Customer has manually added Card Control via Mobile Banking - locked card using mobile app or set transaction limit

500

Which screen do you check to see when penalty rate started?

IAGI + F8 

Second Screen 

500

Cx has TD Cash Back Visa with $2000 credit limit, can we complete a product transfer to TD Cash Back Visa Infinite Card and explain your reasoning.

no. limit on card MUST be 5k

500

How much does $1 equal when redeeming TD Points/TD Rewards on Expedia for TD and via Book Anyway Travel? 

Expedia for TD  - 200 points = $1

Book anyway travel - 250 points = $1