AUTHENTICATION 101
In order to successfully manually authenticate a customer, we must ask them CAT A + ______ questions. They must get 1 correct from each category!
Cat B/ Category B
On which TSYS/HOST screen can you find the debit/access card expiry date?
ACS EACS
We complete this procedure, when the customer wants to activate their credit card
Credit Card- Activate Card
How many credit cards does TD offer which provides customers with cash back dollars rewards and what are their names.
Two/2
Cash Back Visa
Cash Back Visa Infinite
What is Natasha's favorite animal?
Lion
____________ trumps verbal password.
Successful VP authenication
You can find information on account ownership/ who is joint on an account by looking under this TSYS/ HOST screen
CIF COWN
A customer calls in to notify us they have lost their credit card, which procedure (s) do you need to complete as part of this 2-step process.
Credit Card- Lost/Stolen + Credit Card- Request a Card/ cancel a Card
The ____________ Visa card provides customers with a lower interest rate when compared to other TD Visas
Emerald Flex Rate
Patrick's hobby includes but is not limited to ______
(Hint: art)
Photography
You ask a cx an authentication question which they cannot answer as they do not have this product, how do you proceed next? (Hint: 3 strike rule)
Do not count it as a strike and move onto another question
TSYS ___________ is the screen we can go to verify/check all transactions which have been charged to the credit card- whether approved or declined.
WFRD
The Credit Card - Add a Misplaced Card Status Code for a Misplaced TD Credit Card or TD Mobile Payment App/UGO Wallet Smartphone allows us to do what for the customer?
Add a temporary CW35 block on their cc account
The TD US Dollar Visa card has an annual fee of ____________
39$ USD
What is Preya's favorite color?
Red
A cx is voiceprint authenticated and there is an MCOM stating 'CTI' only, how do we proceed?
Place the cx into the IVR for phone code authentication after verifying if they have a phone code with a simple yes/no request
TSYS IAPS is the screen we go to when we want to find out information regarding a cx's ______________
previous statements
A cx is calling to redeem their cash back dollars which procedure do we follow and what is the minimum amount they are allowed to redeem?
Credit Card - Redeem Cash Back Rewards
$25
This specific bank account/ banking plan waives the fee for a premium cc (PCH + additional) with td every year as long as they maintain a minimum daily closing balance of $5000+
All inclusive banking plan
What is Glenn's favorite sport?
Baseball
In order to perform a high risk txn when a cx is mobile authenticate we must perform one of these 4 additional steps- what are they:
Voiceprint Authentication
Phone Code
OTP- one time passcode with auth hub
Manual auth by asking 1 additional question from the list
When we want to update a customer's address, we go to this TSYS/HOST screen
CIF MCIF
What are the different ways customer can redeem their td travel points- list atleast 3.
Amazon shop with points
Book travel your way redemption with TD
Redeem for cash credit
Redeem with Td rewards/ Expedia for TD
What is the name of the insurance company/ 3rd party which supports our travel insurance
Global Excel
Where fun activity would you all like to do on friday?
Pizza?
Potluck?