Authentication
Customer says "I dont know" to a question you asked. We must do this..
What is: Count it as a strike
True or False. Activating a Credit Card is an exceptional High risk transaction.
What is: False!
Activating a credit card is only High risk!
True or False. Telling the cx to download the TD Mobile app for added convenience is a digital unit.
What is: False
To get credit for the unit we must send the link to the cx and they must follow that link.
Products & Services › Digital › Mobile Banking >
MBO Quick Links - Sending Links
We use this screen to check expiry date on an access card.
What is: ACS Eacs, press F8 to go to page 2
This is how Link greets the team.
What is: Squuuaaaaaaadddddddd!!!!!!!!!
True or False. MCOM's referencing "CTI Only": The customer must successfully pass PhoneCode authentication in addition to VoicePrint.
What is: True!
MODP is one of the types of overdraft protection we offer that is available for these accounts..
What is: Canadian Chq and US Dollar accounts!
In order to check who is joint on a cheqing or savings account we must view this screen..
What is: CIF COWN
These are the names of your Facilitators
What is: Rahul, Thomas and Nancy!
are all types of ________ transactions.
What is: Exception High risk
Cx requests for an increase to their secured credit card. We as the specialists must do this
What is: Refer cx to branch!
Secured card increase request must be done via application in branch.
These are the 6 Digital advice units..
What is: Send Link to download mobile app
Register cx for Easyweb
Register cx for Easyline
Setting up Direct Deposit
changing delivery preference for core accounts to online
Changing deliver preference for credit cards to online
What is: CIF ETOT!
This is Vanessa's favorite color
What is: Pink
You are unable to complete authentication with a cx. They did not fail. You are to do this _________
What is:
What is: Limit increase first, then lost/stolen, then product transfer and finally request plastic.
In order to obtain a digital fluency unit when changing statement preferences you must do this
What is: Change both the statements and other documents
Cx calls in and has Sharing Restrictions on their account. To remove sharing restrictions we go to this screen.
What is: MCCP to remove the sharing restrictions
This is Darshak's favorite sport
What is: Golf!
Cx calling in with just a loan on the account. This is the method we use to high risk authenticate them
What is: Ask for the Loan account number, then proceed with authentication.
Cx would like to do Limit increase. When checking cx profile we see that there is no Gold Star in C3 nor is there an Mcom, but in Pega we see that it states "Credit limit increase available: Yes"
In this scenario we must do this..
What is: Transfer the call to PL&A
In this scenerio we would have to transfer because BOTH Pega needs to show Yes beside Credit limit increase available AND there must also be an MCOM stating that there is a pre approved offer on the profile which would then mean we follow the 'PEGA OFFER' option in the procedure.
If a FullApp or MiniApp is required, transfer the customer to Professional Lending & Advice (PL&A)
Any of these 3 things will block someone from doing a mobile deposit..
What is: Alerts from certain cost centers
Debit cash card
Card status( Card must be issued or Depot status)
Certain accounts ( TFSA, HELOC etc..)
Virtual access card
Must have at least one eligible chq or savings account
This is the pathway to find Certa pay ID on Host
What is: Any host screen, press F12, TDW in command feild, press enter, press 1 for TD Access web administration, press enter, press 4 for client services and inquiry, in connect ID field paste special(connect ID starts with a letter), press enter twice, tab down to Certa pay, press s, then press enter!
Altogether the coaches have this many years of combined experience working at TD
What is: 16 years!
Link : 8 years
Darshak: 5 years
Sadia: 3 years