TDMD
What is a TDMD lead and what is our SLA for making these calls?
The TD Mortgage Direct Leads identify Customers who have completed the digital form and requested a call back from a TD Mortgage Specialist.
Our SLA is 1 day (same day)
How do you pick up a pre-app case?
You open OMNI and put yourself "online". Once you do this, a lead will be given to you based on a priority sequence.
What is a DDL lead?
The RESL Digital Daily Leads identify customers who have visited one of TD's digital platforms (RESL content/tool on TD.com and/or targeted emails) indicating they may have a potential home financing goal.
Name 3 factors that would indicate poor creditworthiness.
▪ Bankruptcy or under credit counseling within the past 7 years.
▪ Outstanding judgments or previous credit not repaid as agreed or written off.
▪ Making the minimum payment on a large number of credit cards.
▪ Lack of residence stability combined with a weak financial position. Upgraded housing needs or career advancement opportunities are reasonable explanations for frequent residence changes.
▪ Lack of job stability. This is critical to the repayment of a credit facility.
Customers would have selected one of the options on the form. Name the 4 options.
• Get new home financing
• Renew or refinance
• Switch to TD
• Get support for existing TD Home Financing product
What system do we use to pick up pre-app cases?
OMNI/Salesforce
How many calls do we currently make to DDL's?
3 call attempts in 7 days
Name 7 OFI's that are on the approved list for us to be 2nd position behind.
We should be calling a TDMD lead twice before closing it.
False - we make 1 call attempt
For Manual Decision Required (customer without C3 profile), you will send a UREFA referral to refer the application to an MMS/Branch.
If the customer does not have a C3 profile, refer to PCMR Triage Guide and follow Mortgage - Sending a Mortgage/FlexLine (HELOC) Referral or Appointment Booking - Integrated Calendar as applicable, to send a referral instead.
How many DDL's should you pick up each shift?
2-3 leads per shift (ensuring we aren't leaving later provinces until the end of the night)
How many days is a pre-approval valid for?
Pre-Approval option is available for both Mortgage and FlexLine applications and is valid for 120 days.
How long can you keep a TDMD lead open for?
They must be picked up and closed the same day!
If digital application is auto-approved for a BFS or Rental, we can continue to read the steps of the procedure under approved (BAU)?
No, you must refer to Manual Decision Required steps.
True/False: The referral and triage process for RESL Daily Digital Leads is the same process that is used for TD Mortgage Direct Leads.
True
What is the minimum credit score AND credit limits for RESL?
Credit Bureau Score: 600
Minimum Product Amount:
Mortgage $20,000 FlexLine $20,000
If you help a customer with a renewal or new term, why would we close the lead as "Closed - Unsuccessful"?
TDMD leads are mostly meant to refer to other channels such as MMS and Branch. If we don't refer the lead to one of those channels, its considered an unsuccessful lead.
How many pending cases do we currently have in queue and how long are they waiting?
181 cases - waiting 29 days!!
What do we use to refer the Customer to the appropriate sales channel?
Triage Guide
Name 3 Ineligible Sources of Liquid Assets to support TDS exceptions for RESL.
▪ RESP Holdings
▪ Margin Investment Accounts
▪ Restrained savings/investments
▪ Liquid Assets in an Operating Company
▪ Insurance
▪ RDSP Holdings
▪ Assets in a Locked in Registered Account