Authentication
If the customer provides an account where I'm not able to verify the details for either Part 1 or 2, what do I do?
Tell the customer "Unfortunately I'm not able to verify the details of that account, please tell me one other account you have with TD"
Is there a procedure on correcting a foreign exchange transfer? If so, where is it located?
Yes.
Products and services>day to day>foreign exchange>foreign exchange correcting transfers
Can an additional credit card holder call to change address?
No. Credit Cards: The statement address can only be changed by the Primary Cardholder. Additional Cardholders can only make corrections to the spelling of the statement address street or city name. They can, however, make any updates to their own profile
When you experience tech issues, you should:
A- Call your TM and tell them all about it
B- Ask in your team chat what to do
C- Troubleshoot yourself, and most likely fix the problem
D- log off for the day
C
How many bones are in the human body?
206
If someone has two chequing accounts and one is joint how do we pass them and know which one they are speaking to?
They need to confirm the details that align with one of the accounts. If the customer says their chequing account is not joint with anyone and that information matches a chequing account on the profile then that would be acceptable.
Can you re-open a PDA account that has been closed over 30 days?
No. The Request must be made within 30 days of the account being closed
How is foreign currency exchange calculated when a customer uses their TD Credit Card abroad?
When a customer makes a Transaction in a foreign currency, we will convert it to Canadian currency at an exchange rate determined by Visa in effect at the time we post the transaction to the account. We then apply a fee of 2.5% which you can be find in the customer's Disclosure Statement.
On CPA EALL it has a date of January 5th, 2021 for a hold to be released. Does the hold expire at 7 am the morning of January 5th, or is the hold on for the full day of January 5th
Partial and Full Holds (CPA MENU C) stay on an account up to AND including the date of expiry (i.e. the system will remove the hold message during the system downtime following the expiry date
(Hold fund reference Sheet)
Which Chess Piece Can Only Move Diagonally?
Bishop
Do you need to enroll the customer with a phone code when they come through to you as VoicePrint verified?
True or False
False
Successful VoicePrint is considered high risk authenticated and removes all additional authentication requirements including "Password", IVR Authentication, Mobile Authenticated and Manual Authentication
How can a customer cancel a pending e-Transfer?
For pending transfers, go to Interac e-Transfer® History on EasyWeb or the TD app and navigate to the Money Sent or Money Requested section. From there, select the transaction you would like to cancel, and then follow the steps.
To pay a FRAO on a ULOC you can transfer directly to the LOC using the T button on S3?
True or false?
False. The procedure to pay a FRAO must be followed.
What is the Digital Fluency units goal per week?
2.9 units per week
Among Land Animals, What Species Has The Largest Eyes?
Ostrich. Their eyes are even larger than their brains!
If I get the same customer again, do I need to authenticate them?
Yes. Although you may have just been speaking with a customer and then get a subsequent call from what appears to be the same customer, all calls must be treated independently.
Can a customer send money using TD Global Transfer when they have an address that's outside of Canada?
If the address you have on your profile is not within Canada, you can send money with TD Global Transfer, using the 'Send to Card' method. This allows you to send money to an eligible Visa Debit Card, a Visa Credit Card or a Reloadable Visa Prepaid Card.
At this time, other TD Global Transfer methods, 'Send to Account' and 'Cash Pick-up, are not available if the address on your profile is not within Canada.
What is a Cash Advance from a TD Credit Card and are there fees?
A Cash Advance is a Transaction where you withdraw cash from the Account including through:
Cash Advances from your TD Credit Card Account will be charged interest from the date the Cash Advance is posted to your Account. In addition, a Cash Advance fee may apply.
What are the AHT, Adherence and Login % goals?
AHT: 410 seconds
Adherence: 88%
Login %: 95.5%
In Which Country Was The Largest Known T-Rex Skeleton Found?
Canada. The T-Rex named as "Scotty", is said to be 13 meters long and lived in prehistoric Saskatchewan 66 million years ago. The skeletons were first discovered in 1991, however, due to the hard sandstone that enclosed the bones it took a decade before it was fully assembled.
What happens if a customer gives one response and then changes their mind?
If the customer changes their mind immediately, without any 'empty air space' or response from the specialist, then the 2nd answer would be the one to accept. For example, if in response to recent transactions a customer says, 'I spent $40 at Wal-Mart, no it was $50' - then you would take the answer as $50 and ensure that it is within 20% range.
How much money can a customer send and request using the INTERAC e-transfer service?
Sending limits:
Per transfer: $3,000
24 hours: $3,000
7 days: $10,000
30 days: $20,000
Request limits: $3,000
When will payments to a TD Credit Card be processed?
When making transfers through EasyLine Telephone Banking, EasyWeb or the TD app from your TD Account to your TD Credit Card, the credit will be available immediately, but it will take up to 2 business days to post on your Account. Payments made by mail or at the branch, ATM or online banking service of another financial institution may take several days to reach us.
What are considered Digital Fluency units?
E-Statements (Credit Card Only)
Easyweb/Easyline Set up (customer must log in or use twice day after set up)
Mobile App (Customer must log in through app twice in 90 days and cannot have had the app before)
DD/PAD (Customer must set up NEW frequency and must hit the account 2x)
The Fingerprints Of Which Animal Extremely Resembles The Humans?
Koala