HOST
How to check account maintenance history?
CPA MENUH › Selection 2
What is your fee reversal limits per customer profile?
$96
Where can you see the updates for Easyline and procedures?
CCweb Home › Contact Center Circulars & Procedure Circulars
You got a call transferred to you and it said customer is VDC - Authenticated with phonecode, can you reset phonecode for customer?
Yes
What is the MCOM category code for High Value Customer if they failed authentication with you, and there is a failed authentication G01 MCOM on file in the last 90 days?
A10
What is the Account Message Enquiry screen?
(to check acc messages and holds etc.)
CPA EALL
Declined Transaction Troubleshooting: On TNV, What does ARQ declines mean for an online transaction and what is the workaround?
Issue with merchant (do not accept visa debit / failed visa verification / customer entered incorrect card/billing info), customer to find alternative method to make the purchase
Where to check current customer offers & campaigns?
Customer Experience & Advice › Advice & Sales › Ready Advice Resource Centre › Campaigns & Programs
OR
CCweb Homepage > Featured Links > Customer Programs
There's MCOM "CTI only + verbal password", customer must provide the verbal password noted on their MCOM. True or False?
False
How do we exception high risk authenticate a customer who only has one mortgage account and come in as Unauthenticated?
We cannot!!!
What do you do when procedure asks you to "Jump into the branch of account", but the br is closed or merged?
BIF ENQY – PARENT RPT# or BIF MENU
There's a Gateway phone mismatch message. Customer is OTP authenticated with access card #, we can increase their CNP limit. True or False?
False (Step-Up Authentication using VoicePrint or PhoneCode or DVS is required)
What is the format of the account number when you are adding a personal payee on S3? (Branch: 89 Account: 512439 Name: Thomas)
004000890512439THOMA
An address update can be completed with the cardholder’s son when the cardholder has been Exception High Risk authenticated and has provided consent for Third Party Permission. True or False
False
This is the disclosure that you would read when there's another party comes on the phone. True or False?
"Your call may be recorded for training and security purpose, to enhance your experience with TD, and confirm our discussions with you."
False, "purposes"
The screen that shows POA info, except CIF ECOM / CIF MCOM
CIF EASN
Which procedure should I follow if a customer wants to remove the automatic transfer from savings to chequing that covers a PAD and prevents a negative balance?
Remove the Right of Offset Transfer on a Personal Account
Where to check information for discontinued accounts? (Accounts No Longer Offered by TD)
Client Experience and Advice > Product Information > Day to Day > Resources > No Longer for Sale
Customer is calling to inquire why a cheque that they deposited last week has been returned
eReporting – Chargeback Daily Journal
In what scenario you can tell the customer their Access Card /Enhanced Access Card Numbers?
The HOST screen to check if customer has updated their address, phone number or email.
CIF EJNL
Which procedure to follow if you see sharing restrictions on customer's account when you open it?
Privacy - Update Customer Contact & Sharing Preferences
Where to find the procedure and what is the format of the routing number when a customer is receiving an incoming wire?
Products & Services > Day to Day > Drafts/Wires > Wires - Routing, Destination Info
Format: 0004 + Transit number
What is the code on ACS EHACS if customer locked their card from TD Mobile app
CZ
Which procedure to follow if a customer is asking for a duplicated tax document?
Products & Services › Tax > Tax - Duplicate/Amended T5, NR4 & Releve 3 (Term/Core)
Note: Check ITR MENU screen for tax document if they have one