Authentication
What is the difference between "Valid Debit Card Authenticated" and "Valid Debit Card Unauthenticated" ?
1- Valid Debit Card Authenticated: Cx entered card number and Phone Code in IVR.
2- Valid Debit Card Unauthenticated: Cx entered Card number in IVR but not the Phone Code.
Two Part Question:
Part 1: What does KYC stand for?
Part 2: Provide an example of 1 KYC question.
Part 1: Know Your Customer
Part 2: Verifying any of the information shown in cx's demographics
Cx provides expiry date of ACS card before CAT A question was asked.
Agent moves on to CAT B question and cx passes.
Is this a compliance fail and why?
Yes.
We cannot accept an answer unless we ask the question to cx.
Agent must ask another CAT A before CAT B.
What are the 2 fees for a Stop Payment?
1- Online: $12.50
2- Phone Channel: $25.00
What goes up but never comes down?
Your age
List the different methods of authentication in order.
1- VP
2- Phone Code
3- OTP
4- Manual
At what age would a cx need to provide proof of enrollment in order to keep a Student Chequing account?
23 years of age.
Your mom calls to make a Real-Time Transfer to Rogers for 225.78$
How do you proceed?
We cannot assist family members or friends over the phone. We would need to transfer to another agent.
What is the standard EMT daily rolling limit?
3000$
Give me a drink, and I will die. Feed me, and I'll get bigger. What am I?
A fire
True or False:
MCOM states: "Accept Verbal Password and CTI only"
No further authentication is required due to VP match.
False.
Cx would need to provide phone code in addition to VP match.
Multiple Choice:
How would we know which account type best suits our cx's needs?1- Ask cx
2- Complete assessment of appropriate product on S3
3- Compare accounts on TD.com and select the account you think is best suitable
4- Complete appropriate product assessment on C3
4- Complete appropriate product assessment on C3
You ask cx the CAT B question about a direct deposit coming into their account in the last 31 days. Cx provides the exact amount.
Is this acceptable?
No.
They must provide 2 out of 3 elements:
1- Amount (+/- 20%)
2- Date (+/- 2 days)
3- Merchant Name
What screen shows us the history of stop payments?
CPA MENUH
Selection 2
If you drop me, I’m sure to crack, but smile at me and I’ll smile back. What am I?
A mirror
List the Manual Authentication questions from both categories for which we can accept "null answers"
Cat A:
1- ODP
2- One other acct
Cat B:
1- Direct Deposit
2- Pre-authorized debit
3- Recent CC/LOC payment
4- Cash/Cheque deposit
5- ATM, Branch or Cheque withdrawal
Can you open an account for a person who has no active accounts or profile with TD?
Yes. Using the "Core - Open Account (No Active PDA on File)" procedure
Cx passes the 3rd CAT A question asked and fails the first CAT B question: "Please provide with the 3 digits on the back of your CC"
What is another question from CAT B we can ask the cx next?
None.
Cx failed authentication due to the 3 strike rule.
Refer to branch and leave an MCOM.
What HOST screen allows us to link an account to an access card?
ACS MACT
What can you break, even if you never pick it up or touch it?
A promise
In order to perform **High Risk procedures, cx must be authenticated using which method(s) of authentication?
1- VP
2- Phone Code + Full ACS card number or CVV2 (Valid Debit Card Auth)
3- OTP + Full ACS card number or CVV2
4- Mobile Auth + Step-up Auth
In which situation(s) would we proceed with an Account Opening even though cx's ID is expired?
1- The ID Verify date on MCID occurred prior to the expiry date
2- There is another ID on file (1 from list A or 2 list B)
Signing authority calls to open account on behalf of their 12 year old son. Can we proceed with this request?
No.
We can only open an account with a signing authority if the cx is under the age of 12.
List 3 examples of Digital Units.
1- Send link to download app.
2- Online Statements / E-Statements
3- Registering for Easyweb
What's something that, the more you take, the more you leave behind?
A footsteps