Scavenger Hunt
A customer calls in and Aymen answers the call. The customer immediately asks for a translator that speaks Spanish. What is the phone number that Aymen should be dialing on Gateway?
1-888-898-1286
Where can we see the history of the maintenance that was done on the CC?
IAED
Matthieu 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 Youssef compliant?
No.
Callbacks are to be offered after authentication.
This coach's favorite season is summer
Ram
What goes up but never comes down?
Your age.
Zabi answers a call where the customer is calling on a business account called: 456752 Canada Inc. He is looking throughly to see how he can authenticate the customer, but it seems like there isn't sufficent information for him to go on. Due to the lack of info he decides to authenticate the customer on their personal profile. Where in the procedure can we find if Zabi made the right move?
After Step 10 on the Auth Page:
For customers calling on a business account - it is acceptable to authenticate on their personal profile if consent has been obtained
Where can we see transactions that have fallen off of WFRD within the last 12 months?
IAPS
Mohammed receives a call from a cx with 2 G01's stating failed authentication.
What are the next steps?
Refer to branch.
This coach is known to have a contagious laugh
Fabienne
What has to be broken before you can use it?
An egg
A private banker Mary, calls our LP agent Ruth asking if he could add a travel card watch code and return date on a customer's profile. Where in the procedure can we find if Ruth is allowed to assisst the private banker or if the customer needs to call instead?
Auth Page - Addtional Info- TD Private Banker Calling on a Customer's Account
Where can we block or unblock cx's CC?
MPTI
Olivia 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 coach used to work at a butcher shop before TD
Melissa
What month of the year has 28 days?
All of them
An agent is NOT required to ask the customer if they are on speakerphone, however; if the LP agent is made aware the customer is on speakerphone, they must advise the customer that individual banking information may be disclosed. Where do we find this info in the procedure?
Auth Page- Third Party
Which screen shows us cx's transactions on a CC? (Approved and Declined)
WFRD
Ana Paulina is speaking to a cx who is having trouble purchasing an airline ticket. She cannot find the attempted transaction on WFRD.
Why is that?
Transaction is most likely a VBV situation.
This coach is a hairstylist on the side
Fabiola
What question(s) can you never answer yes to?
Are you asleep?
Are you dead?
Nora gets a call from a customer where they want to temporarily decrease their limit on their credit card due to fraud but she noticed the customer overpaid their credit card. Can Nora continue with the customer's request. Please find it in the procedure.
Loss Prevention - Credit Card - Temporary Limit Increase/Decrease
Under Rules
Where can we see the cx's old/new CC number?
WAGN
Michelle 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 Michelle's first step?
Authenticate Branch Rep.
Bonus:
1- Full Name
2- Login ID
3- Send them a message on Teams
Who can spell Thaksha's last name?
Nadarajakumaran
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.