Future CEO Jeopardy

Voice Print

100

If VoicePrint fails due to a third party speaking on behalf of the Customer what should be done ?

VP Reset

200

True or False: Any call where the Language Line or Relay Service has been engaged can be used to generate New Audio for VoicePrint enrollment.

False

300

If you receive an inconclusive on the second VoicePrint attempt with No Red Flags, What is the next step ? 

If the reset returns a second Inconclusive result, click Continue in Ovation. Then, follow the displayed Authentication flow provided in Ovation.

400

If a customer fails VoicePrint twice are we able to complete other verification steps ? 

No, we have to direct them to the local branch for verification 

Step Up

100

Name 3 transactions that require step up to be completed.

Core - ATM or Debit Card Activation or Usage Problem

Core - Debit Card Decline Reasons

Core - Personal Online Banking Maintenance

Core - Temporary Change to Visa Debit and ATM Card Limits

Core - Update Contact Information (Address/Phone/Email)

Core - Enroll in Online Banking

200

If you receive 'X' Response or VOIP Stop when completing failsafe what is the next step(s) that are required ? 

Advise the Customer that we are unable to continue and advise them to use Online Banking or visit a TD Bank Store.

300

True or False: We can step up ALL TD customers. 

False, Canadian customers are not required to complete step up for high risk transactions 

400

If the customer does not consent to the disclosure for either step up option what is the next step(s) 

If the Customer does not consent to the disclosure, advise the Customer that you will not be able to proceed without acceptance of the service and then offer self-serve options such as Online Banking or a visit to a TD Bank Store

Removing Authorization Holds

100

What are the qualifiers for an authorization hold to be released? 

• Account opened within 60 days
• Cash deposits similar in range to the authorization being requested to delete
• Rental car, hotel, gas station, and apparent retail gift card purchase authorizations

200

If an authorization hold is listed as matched what must we do next ? 

Advise the Customer that the transaction must be refunded by the merchant or can be disputed after posting

300

If an authorization hold on a customer's account is $656.32, what needs to be done to release this hold?  

Advise the Customer that the merchant must send a fax to 856-533-1138.

Note: Fax must include:

• Merchant’s letterhead authorizing TD Bank to remove the hold
• Customer’s full card number, name, amount, and exact date of authorization

400

Once you release the hold from a customer's account does that completely cancel the transaction ? 

By removing the hold, the funds will be added back to the available balance; however this is not a cancellation of the transaction and the authorization may still post. If it posts you may contact the merchant for reimbursement and/or call TD to file a debit card dispute.

Update Contact Info

100

if a customer fails step up  authentication what other options does the customer have to complete contact information update ? 

• Fax to Fulfillment at 856-533-1138
• Mail request for address change to:
  TD Bank, NA
  11000 Atrium Way
  Mt Laurel, NJ 08054
  Mail Stop # NJ5-302-115
• Via Secure Message online/mobile app (for Personal Customers only)
• Visit to a Store location

200

How long can a maintenance request to update address and phone number information take to process ? 

3 business days

300

With a bad address service message and the address is valid what is the next steps to complete 

• Submit a Remove Mail Holds request in Maint Req:

  1. From the Actions menu in Ovation, go to Maint Req.
  2. Click Add Task.
  3. From the Deposit Account Maintenance menu, select Remove Mail Holds.
  4. At the bottom of the menu, click Add Task(s).
  5. Select the appropriate account(s) to remove the mail hold.
  6. Click Submit.
  7. Confirm whether any items showing are a duplicate of the current request. If they are not, click Submit to complete the request.
  8. Provide the Request Number to the Customer for their reference.

• Complete the Bad Address SM:

  1. Open Service Messages.
  2. Select Message and click Complete.

400

True or False: We are not always required to verify job category  and title when updating contact information? 

Verify Job Category and Title, and if it needs to be changed, select the appropriate option.