Authentication
What is considered Low Risk authentication?
One time pass code, ONLY.
Phone code, ONLY
Category A & B questions, ONLY.
What can I locate on IAGI's second screen?
Customer's TSYS ID used for Stop Payment procedure.
True or False:
There's no required blue bold to read in the Handling Complaints Procedure.
False. If customer would like to receive electronic documents, there's a blue bold on step 8C.
Voiceprint is considered Low Risk.
False. Voiceprint is considered High Risk.
Bonus: Voiceprint + Phone code or OTP is considered Exception High Risk.
Where can I locate customer posted transactions in TSYS?
IACT/WFRD
Bonus: IAPS (if statement is available).
KYC must be completed before an Address Change is done.
True. As per the Update Customer Information procedure, KYC is now required.
True or False:
If the call comes in "VCC Valid Credit Card Authenticated with OTP", I can complete an Increase.
False. Increase is considered a High Risk procedure.
To High Risk or Exception High Risk the customer, you need their "Access Card or CVV2".
If customer wants to know the total amount they've spend on their TD CC since they've opened it, which screen woul I go to?
IAGI Page 3
True or False:
After adding an Additional Cardholder to the primary's account, I can send the card to the additional cardholder's address.
False. Additional Cardholder Credit card must only be sent to the Primary Address on file.
If customer verbally tells me their Phone Code, may I continue with their request?
No, the customer must visit a TD branch directly to reset their Phone Code.
True or False:
I can view customer last statement payment via IAPS.
True. You can view the last statement payment on IAPS on the bottom right side of the screen.
If the customer misapplied their credit card payment to the wrong card, can we fix this?
Yes. We can refer to the Payment Adjustment procedure and follow the steps under "Payment Transfer".
In the Authentication Hub, under what option can I complete DVS?
Under "Identity Check".
True or False:
If a new card was sent to the customer, which screens would I see that?
IAED AND RCRD
If the customer has a TW block on their credit card, can I remove this for them?
No, customer must reach out to Loss Prevention/Fraud directly.