Debit Cards
A debit card with a temporary block is?
Warm
What is a Capabilities Coach?
A new hire trainer
TD's Slogan
The most convenient bank in America
A cx calls in within 3 days affects this?
FCR or First Call Resolution
3 types of authentication.
VP, TD ASAP and Manual
How do I receive an ATM card?
Through the mail.
Name a TM (first and last name) in the Titan's Group that is not Bruce.
Cameron Johnson, Devon Parsons, Morgan Guerin, Heather Thibodeau, Jasmine Makins, Alexis Goodie, Shannon Rowlins or Jessica Wallen
Bringing your whole self to work is an example of?
Diversity
The acronym LEI means?
Legendary Experience Index
You can fail VP this number of times.
2
Debit card disputes can take how long to complete?
Up to 90 calendar days
What is Tandra White's role?
GM (General Manager)
TD's Vision
To be the better bank
The official monthly goal for Login % is?
97%
True or False?
You can look up a cx by name.
True
When do I need a GM with regards to a debit card?
When a cx requests a debit card increase above $30,000.
Who is the head of the US Contact Center aka US Phone Channel?
Paul Bajus
What are the 5 Shared Committments that make up the TD Framework?
Think like a customer, Act like an owner, Execute with speed, Innovate with purpose & Develop our colleagues
What two metrics are considered high when the scores are below the goal?
AHT and Hold Time
Any time you feel you are not speaking to the cx, it is considered what?
Red Flag
What is the process for requesting a debit or atm card when a cx has not had a card in the past?
Place a Service Message in Ovation containing cx name, acct number and delivery address.
TD Bank's President
Bharat Masrani
Impact (for yourself and the cx), Growth & Culture of Care
SR has two meanings.
Sales Revenue and Service Referral
2 things that need to happen prior to a high risk trx.
Red Flag Review and Failsafe