Authentication
If we get this we no longer need the verbal password which the customer set up on their account
What is Voiceprint
Customer was scammed and provided someone claiming to be TD access to their online banking by letting them remote in and take over their computer. We must follow this process for the customer
Account takeover (Electronic fraud)
We place Autotext #15 and Autotext #14 in PRM when..
What is Dispute transaction claim is being opened and what is No loss claim
We manually place this block on the card if the customer needs to use their credit card but there is fraud on it (card is still in customer's possession)
What is CW08
Which types of authentication is acceptable for VBV bypass transactions
OTP + access card or CVV2
VP
CTI + additional high risk category A + access card or CVV2
In cases where MCOMS say "CTI ONLY" we can manually authenticate instead if card is in the following status
What is access card in deposit only status or lost cards (Ensure to call RO first to confirm)
When there is an email money transfer transfer being reported as fraud by the customer. We use this mark type when tagging transactions on PRM.
What is Referral to ID Theft
This Host screen is used to check for any full holds, partial holds and freezes on the bank accounts
CPA MenuC (press enter) or CPA EALL
These are the TSYS screens we check first when customer calls in saying card is declined
What is WFRD and MPTI
We do this when PRM says reference number NOT able to be left (due to VM being full/no VM available/ outside calling hours):
Agent will high-risk authenticate call. (IF customer does not pass high-risk authentication, call will be transferred to Resource.)
When there are insufficient or no more valid category A questions for low risk manual authentication how do we authenticate?
Bonus: What about high risk? If customer has only passed one high risk A?
Low risk: 1 Exception question and 1 category B question
Bonus: Customer must pass one high risk A first, then 2 high risk B's
What is an intercepted e-transfer
Customer authorized the sending of the funds however the transfer was deposited by someone other than the intended recipient
This is what we look for on PRM to determine if we must cancel the Neptune call
PRM Actions tab for "Alert Delete" with "AB Skim Queue"
This is the only time we need to complete an additional claim form when one of the following types of transaction(s) are being reported
What is ATM cash advances with fraud loss and POS 05 (chip and pin) with fraud loss
What type of authentication needs to be done to register the customer for Easyweb?
Any type of high risk authentication
In what 3 situations can we not OTP authenticate customers
Customer says no
Customer does not have Easyweb
MCOM referencing Lost/Stolen Device
Name 3 types of electronic fraud examples
Customer does not recognize a transaction for Apple.ca for $350 on their debit card. The transaction was reversed. This is the block code we use when we want to status the card to E
What is EA01a - ACS Compromised - CX Obtain New CRD/PIN
Cx calls in and say they have a credit limit of $17,000. They currently have a balance of $13,578. They are trying to make a purchase of $1,200 at Best Buy. On MPTI there is a TWL8. The agent must do this
What is Transfer to SDA (Senior Detection)
This department handles interrupted e-transfers
What is CRT (EL Resource)
Name 6 types of high risk authentication
This department deals with a fraudulent cheque being debited out of the customer's bank account
If Cheque posted within 2 business days: Transfer to Easyline department.
Transactions posted greater than 2 business days need to be referred to the branch as signed documentation is required.
When a customer is a Possible recipient of fraud funds this department assists them
Loss prevention
TWL7
Customer is calling td for a TD Cash back Visa card that came in the mail and they do not recognize it. The customer has no bank accounts with TD. We do this/follow this procedure:
What is refer customer to branch as customer does not bank with TD.