Show:
Lost & Stolen (L/S)
Scavenger Hunt
Mass Compromise
Random
Fee's
100

What happens to the card # once you complete a L/S?

The CX gets a brand new card #
100

Whos is our CEO?

Bharat Masrani, Group President and CEO

100

How many days do you have to wait before sending out a new plastic

20 days

100

What is the difference between Transit and Branch #?

There is none, pretty much the same.

100

How much is the over limit fee charged on the cc?

$29

200

How much is the fee for courier delivery once L/S is completed.

None

200
Which screen is used to find Bank of Canada #?

BIF ENQY

200

Explain how you would advise the CX their account has been mass compromised

Coaches will listen and advise.
200

When would you put SHPAY over REG pay on timesheet? 

If you finish your shift at 9 or past 9 pm.

200

How much is NSF (Non Sufficient Funds) fee?

$48


300

What does the CX need to do once L/S is completed?

Advise the Merchant of Card # Change

Call PAD companies


300

Which tool is used to find closest branch to CX's Address on file and show us how to find it.

Branch Locator

300

Where would you look to see if the card is Mass Compromised? Please identify 2-3.

IAED - TYSYS

MCOM 

FINANCIAL SUMMARY (ACTV vs TRSF)

300

In which scenario can a additional cardholder add another additional cardholder

Never, only primary cardholder can request to add auth users.

300

How much does a CX need to maintain in their All Inclusive Account to get their chequing account fee waived?

$5000

400
Which screen is used to status the CC as deposit only when completing a L/S report? What types of card can we request this for?
Borrowing - VBAP.

CAD Cards only

400

Which TYSYS screen do we use to cancel card requests 



RCRD

400

What is the longest amount of time transferred card will stay on gateway?

6 Months

400

Name 2 methods a cx can use to activate their card 


IVR

Agent

400

How much is standard cash advance and purchase interest rate?

Purchase: 19.99%

Cash Advance : 22.99%

500

If a CX wants to do a product transfer and a L/S in the same call, which one would you complete first. Please explain.

L/S first, the product transfer procedure, the card gets sent out as soon as its completed.

500

Explain how CAD and USD cards can have their pins changed?

Canadian Credit Cards: Your PIN can be changed at a TD Branch or TD Green machine 

TD US Dollar Credit Cards: Your PIN can be changed over the Credit Card IVR

500

How many days does it take for the card to arrive from the mass compromise note on MCOM.

7-10 Business Days
500

Name 3 scenarios in which additional cardholders can activate their own card 

Additional Cardholders can activate their own Credit Card in the following scenarios:

  • if they are receiving a replacement card     
  • if they've requested a replacement card due to Lost/Stolen     
  • if the Primary Cardholder has added them as a new Additional Cardholder
500

How much is cash advance fee? Explain the minimum and maximum charge.

There is a fee of 1% of the Cash Advance amount, with a minimum charge of $3.50 and a maximum charge of $10.00.