Authentication
Explain the difference between Manual Low Risk and Manual High Risk authentication?
Low Risk: 1 Correct CAT A + 1 Correct CAT B
High Risk: 2 Correct CAT A + 1 Correct CAT B
Where can we see the history of the maintenance that was done on the CC?
IAED
Val obtained cx's first and last name along with the last 4 numbers of the card they are calling about. He then proceeds to offer callback prior to authentication.
Was Val compliant?
No.
Callbacks are to be offered after authentication.
This person reads a book every 3 days.
Ioanna
What goes up but never comes down?
Your age.
What are the only 2 acceptable responses to a cx's answer to an authentication question?
1- "Thank You"
2- Nothing
Where can we see transactions that have fallen off of WFRD within the last 12 months?
IAPS
Aly receives a call from a cx with 2 G01's stating failed authentication.
What are the next steps?
Refer to branch.
This person has been with TD the longest
Thaksha
What has to be broken before you can use it?
An egg
When a cx provides too much information in their answer and some of that information is incorrect, should the answer be counted as a strike? Can there be any exceptions?
Yes the answer should be taken as a strike.
Yes there are exceptions.
-Example: You ask "Please tell me one other account you have with TD?" Customer responds "I have a mortgage and a chequing account", and there is no chequing account shown on their profile, the answer should be counted as incorrect.
- Exception: Where 2 out of 3 is acceptable, one piece can be wrong. (For example - customer passes the recent withdrawal question if they get 2 pieces right (i.e. date and transaction) and 1 wrong (i.e. amount)
Where can we block or unblock cx's CC?
MPTI
Ritchie receives a call from a cx stating they were frauded over the phone by an agent who was pretending to be a TD agent. Cx mentions card information was given to the fraudster over the phone.
Can we proceed with filing the claim?
Yes.
However, we would inform cx that they are unlikely to receive their money back due to the fact that they broke their cardholder agreement. (i.e. Scam)
This person has never tried Peanut Butter
Moh
What month of the year has 28 days?
All of them
When part 1 is answered correctly and you ask part 2 "Who is joint on that account" and the customer says, "my mom Anna." Anna is the joint account holder name. Is this a pass?
No.
Cx must provide full name of the joint account holder. (First and Last name)
Which screen shows us cx's transactions on a CC? (Approved and Declined)
WFRD
Jackeline is speaking to a cx who is having trouble purchasing an airline ticket. Rima cannot find the attempted transaction on WFRD.
Why is that?
Transaction is most likely a VBV situation.
This person is a Kung-Fu Blue Belt
Chris
What question(s) can you never answer yes to?
Are you asleep?
Are you dead?
Cx has MCOM stating: "Accept CTI + Verbal Password only". Cx successfully passes VP and enters correct phonecode but does not remember verbal password.
Can we procced with the call?
Yes.
VP trumps verbal password.
Where can we see the cx's old/new CC number?
WAGN
Pavel receives a call from a branch rep stating that they have a cx in branch who was the victim of a fraud.
What would be Pavel's first step?
Authenticate Branch Rep.
Bonus:
1- Full Name
2- Login ID
3- Reporting manager's name
4- Cost Center
5- Send them a message on Teams
This person used to work on film sets
Dyar
There’s a one-story house in which everything is yellow. Yellow walls, yellow doors, yellow furniture. What color are the stairs?
There aren’t any—it’s a one-story house.