Authentication
Name 3 situations when we cannot OTP authenticate customers
Customer says no
Customer does not have their device in their possession
Customer does not have Easyweb/registered for authentication hub
MCOM referencing Lost/Stolen Device
Number does not match security profile
What TSYS screen do you use to check pending transactions
ICAU
Where do I go to view the credit card campaigns?
Customer Experience & Advice › Advice & Sales › Ready Advice Resource Centre > 2025 Confident Banking Program
Customer overpaid their account and is requesting the overpaid amount back. What procedure should be followed?
Refund Credit Balance
What is the full name of the coach who supported us?
John Mohammed Goldrich
In cases where MCOMS say "CTI ONLY" and "Verbal password" we can authenticate the customer in the following ways....
(Must say all of them)
Which screen do we go to remove overlimit blocks?
WMAT
Ensure the balance is paid off and do not use the card.
What is the maximum amount a specialist can reverse in interest?
$139
When is Patrick's birthday
March 18th
Name the 5 types of high risk authentication..
What screen do you check for BOATS?
ITCH
What card will have lounge access?
TD First Class Travel
What advice can we offer to the customer if their current interest rate is 25.99%? They are looking for a lower rate
Advise them to set up a PAD
After 12 months they can change their card to a Low rate visa.
When doing a transaction at Walmart with a Cashback Infinite Visa Card, will it fall under the accelerated value for cashback dollars?
No
Customer is calling in and there is a CW08 on their account. They have one G01 for failed authentication from 01/29/2025. They have another G01 MCOM saying KYC needs to be updated from 02/01/2025. There is another G01 for failed authentication from last month. You know what procedure to follow. What type of authentication must be done with this customer?
REFER TO BRANCH (no authentication can be done)
What does "MOBILE AUTH CONTROL" mean?
Customer added a transactional limit or temporary block through their mobile app
If the customer opened up their credit card on June 1st 2024, how much would their anniversary bonus points be?
20,000
What type of transactions are considered cash advances?
Name 4
Gambling
Crypto/Stocks
ATM withdrawal
Transfer from credit card to bank account
BOAT
Customer calls in to complete a BOAT. They have a pending payment. Can we complete the BOAT? Why or why not.
Yes but if the customer has pending payments (outstanding authorizations), the customer will need to call us back once they have been posted; otherwise, the BOAT can only be processed for the amount the customer has available
Customer wants to make a credit card payment and is requesting a new plastic because they lost their credit card. The customer is calling from a different phone number on file and there is a gateway mismatch message that popped up. Name all the types of authentication methods
VCC - Authenticated with OTP (on Gateway Headstone)
Mobile Authenticated (on Gateway Headstone)
TD Voice Print
One time Pass code
Phone Code
Manual Category A & B authentication
What is the difference between POS 05 and POS 07
POS 05 - Chip and Pin
POS 07 - RFID (tapped card)
Customer switches from First Class to Aeroplan card, then Aeroplan to First Class in span of 1 year. Do they receive the bonus offer?
Yes or No and Why? Where can we find the answer on CC Web?
The offer is not available to customers who have activated and/or closed a TD First Class Travel® Visa Infinite* Account in the last 12 months.
We can find it in the FAQs
Pretend we are the customer. Explain what residual interest is?
Interest which will show up on the account even after you have caught up to the amount due if the next statement cycle has started.
What is the interest rate of the Aeroplan Grandfathered Visa? (Converted Aeroplan)
8%