Cash Management
What is the process in which two designated officers perform a function/process in its entirety, together.
Dual Custody
How many factors of authentication are required for a high risk frontline transaction?
Three
What is the minimum amount of colleagues required in branch for daily operations to take place?
Three
What form must a customer sign when completing a cash withdrawal greater than $10,000?
Form 513620 - Release from Liability (Large Cash Withdrawal)
Where can complaints be escalated to if the customer requests an escalation?
TD Customer Care
What is to be completed monthly to ensure that drawer limits are adhered to?
Spot Check
For virtual appointments, what two factors of authentication are required?
One Time Passcode*, Knowledge Based Questions
What do we do if the Alarm does not sound during morning entry?
Exit branch, go back to meeting location, call GSI and/or 911.
When is Cardless PIN Authentication not acceptable?
Cumulative debits totaling $5000 or greater
Where must the colleague at first point of contact track the complaint?
Relationship Builder
What is to be completed annually to ensure balances reconcile to the bank's financial reporting systems closer to the end of fiscal year?
Cash Count
What risk level is printing and providing a Customer Portfolio Printout?
High risk
When can an additional colleague be present with the designated Junior and Senior officers during opening procedures?
When completing training of the morning opening procedures.
What exceptions apply for PIN Verification?
Non-customer transaction
The transaction is a third-party deposit
The customer wants to cash a Federal Government cheque in the amount of $1,750 or less
What is the Legendary H.E.A.T. model?
Hear what your customer is saying
Empathize with your customer
Apologize for how your customer is feeling
Take Action with speed, track the complaint and keep your customer informed
What is readily accessible to employees in the event of a robbery?
Cash Decoy
What do we refer to when we see suspicious activity in a customer's account history?
Know Your Transactions (KYT)
How much time should be set on the vault door during a normal opening procedure?
Just under 24 hours.
According to Canadian Payments Association (CPA) rules, an item such as a cheque can be signed using what formats of signature?
Any (Printed, Stampled, Handwritten, Typed)
What is a TD Charge?
Service fees, penalty fees, or interest charged to a customer by TD.
What is the maximum limit per Tamper Proof Bag for a cash shipment?
When is authentication not required?
Deposit transactions by third parties provided they have supplied the branch and account numbers.
What constitutes a suspicious individual during morning entry procedures?
Individuals who are loitering without an apparent legitimate purpose or are engaged in behaviours or a manner of dress that is inconsistent with the environment or situation.
What eligibility conditions must be met in order to send a Cheque to CVS?
Min. $10k USD or CAD
Payable to registered name on the deposit account
Cheque issued from a business account
Issuer must originate in Canada or USA
The appropriate hold must be lodged
How would we record a complaint about long lineups in branch?
This is a non-recordable complaint.