Advisor Jeopardy

Complaints

100

A recordable complaint is?

Dissatisfaction expressed to you and requires action by TD about:

- a product or service that is provided by TD

- the way a product or service is provided by TD

200

If a customer has a complaint that we are able to resolve on the spot with or without compensation, do we still need to lodge the complaint on the system?

Yes.

We are required to record all complaints and confirm customers preferred method of receiving acknowledgement communication

300

Would we send a complaint off if a customer is mad about our branch hours?

No as this is not about a product or service provided by TD or a way we provide this product or service 

400

Would you send off a complaint for: "During a conversion, your customer comments they don't like TD's fees and feel they are too high"

No as this is a general comment. 

- If customer advises they weren't informed of theses fees however, we would record complaint.

500

If a TD rep pays the wrong bill for a client, do we submit off a complaint?

We would submit off an OPC no complaint unless:

- cx expresses it as a complaint

- cx accrued any fees from the error

- CX is dissatisfied with the OPC wait time or unhappy with the resolution of the OPC

Disclosure and Conductors

200

What documents do we need to give clients when we open a new account?

• Form 513832 - Financial Services Agreement (FSA) 
• Form 525812 - TD Privacy Agreement
• Form 513836 - Financial Services Terms (FST) 
• Form 581076 - EasyAccess Customer Confirmation and Cardholder and Electronic Financial Services Terms and Conditions (within the EACC)
• Form 513782 - About Our Interest Calculations
• Form 513796 - About Our Accounts and Related Services 
• Form 801216 - CDIC - Protecting your Deposits
• If Overdraft Protection is taken, print and have the customer sign:
  • Form 802484 - Overdraft Protection Schedule Form
  • Provide the customer with their copy
• Form 800868 - TD Canada Trust Tax Residency Self-Certification - Individual (Includes Sole Proprietor), if applicable

300

What are the written and verbal disclosures you must go over with a customer when you accept a credit card pre-approval

Provide Information Box (Cost of Borrowing) disclosure prior to proceeding. Tell the customer:

• All interest rates

• The date when interest accrues/grace period

• All non interest fees

• Minimum Payment requirements

•Tell customer about additional privacy terms for Aeroplan cards and disclose specific rate for Emerald cards (if applicable)

Ask the customer :

[Consent script]: "Do you consent to us providing you with the [name of on the terms we have disclosed to you?"

400

What is TD's Low Cost Account Commitment requirements?

Minimum chequing account 

This is a voluntary public commitment which TD has made to the Federal Government to provide a basic low-fee personal account. To comply with this commitment we must make the TD Minimum Chequing Account readily available to anyone who is interested in opening a new personal account and who meets the minimum identification requirements 

500

Who must we provide the low cost bank account free to?

• Seniors who receive Guaranteed Income Supplement (GIS)
• Beneficiaries of a Registered Disability Savings Plan (RDSP)
• Youth who have not reached the age of majority in the province where they live
• Students enrolled in full-time post-secondary education

Investing

400

19 year old comes into the branch in 2025 and wants to open their first TFSA. What is their contribution limit?

$14,000

500

How do you calculate someone's RSP contribution limit?

Multiply the amount of your annual earned income by 0.18. If the result exceeds the annual RRSP limit ($31,560 for 2024), just use the RRSP limit amount itself. If you have a workplace pension, subtract your annual pension adjustment (you can find this information in Box 52 on the T4 slip from your employer)

Compliance

100

What do we do if a customer comes in and says their privacy has been breached?

Escalate to manager

1. Complete the Privacy Event Notification Form immediately upon awareness of a privacy event.
2. Send the completed form to [e-mail]. The Privacy Designate with contact you within 2 business days to provide direction.
3. Real Risk of Significant Harm (RROSH) Assessment may need to be completed as applicable by your Privacy Designates.

200

What kind of ID do we need to cash federal govt cheques for non-customers?

• Two documents* from a reliable source — one of which indicates the person’s name and address and the other the person’s name and date of birth – see below for list of examples, OR

  One piece of identification that is issued by the Government of Canada or the government of a province and that bears the person’s signature and photograph;

  OR

  Any document* from a reliable source that indicates the person’s name and date of birth, if the person’s identity is also confirmed by a customer in good standing with the member bank or by a natural person of good standing in the community where the point of service or branch is located.

300

What are the exceptions to the access to $100 policy

 

• The account has been opened for less than 90 days.
• The cheque(s) is double endorsed.
• The cheque(s) is stale dated.
• Cheques that are not issued in Canadian dollars.
• Cheques that are issued outside of Canada.
• You have reasonable grounds to believe the cheque is being deposited for fraudulent purposes. This could include a sudden increase in the number of cheques negotiated by a Personal Customer without a reasonable explanation. Note: CVS is aware that Access to Funds Regulations will release $100.00 of the item to your Personal Customer. 
• When you do not make the $100.00 available to the customer due to the Exceptions, you must provide the Letter of Refusal (form 522048) immediately if they are in the branch or by mail if they have left.

400

What is the Do Not Call list?

• TD's internal list is made up of numbers downloaded from the National Do Not Call List Registry as well as those specifically added to TD's central internal DNCL
  • If a customer places their phone number(s) on the National DNCL Registry, TD can still contact the customer regarding new products/services as per specific exemptions
  • If a customer/non-customer places their phone number(s) on TD's central internal DNCL, TD cannot call them regarding new products or services

500

What is the "Senior Code- Meeting the Needs of Seniors"?

TD has adopted the Canadian Bankers Association (CBA) voluntary Seniors Codes to show our commitment to this group by helping keep their money safe, ensuring access to the right financial products and services, and raising awareness about financial issues affecting seniors.

Compliance Pt. 2

100

If a client comes in and wants to do a wire and after some conversation they decide not to, what should you do?

Send in an UTR if you believe the conversation seemed sus 

200

What transactions can we do for non-customers? What are the limits?

- Bill/credit card payments - Unlimited (has to be TD cheque)

- Cash and Coin Exchange : $500.00 (CAD only), $2999 businesses 

 - Cash deposit to TD Account: $0.00 - personal, $2,999.99 business, (unlimited with cheques)

- Payments to TD product: unlimited with cheques

- Cashing fed govt cheque: $1750

300

What do we go over with a customer when we issue them an access card?

Section 5 - Card and Pin Security and Confidentiality

Section 7 - Your Liability

Section 8 - Our Liability

Section 10 - Limits

Section 13- Resolving Disputes

Section 14- Service Charges

Section 31- If you have a complaint

400

What does CVS NOT do?

does not verify funds, stops, or holds

500

What kind of deposits are eligible for CVS?

• Cheque is minimum of $10,000 (CAD or USD) ($3,000-$9,999 done as exception)
• Cheque is payable to the registered name on CIF
• Cheque is issued from a business account
• Issuer Originates in Canada or USA
• Appropriate and full amount hold is lodged
• Both Drafts and Certified Cheques equal or greater than $10,000 are eligible