Authentication
When a customer fails voiceprint 2x, what forms of authentication can we offer next?
Refer to branch OR Final auth if unable to visit a branch and there are no red flags
Beginning 9/10 After _____ consecutive PIN failures Customers debit card will lock.
10
RIDDLE:
I'm tall when I'm young, and I'm short when I'm old. What am I?
A Candle
What system should you use to dispute an ATM deposit that credited posted for the wrong amount?
CRL
I am an odd number. Take away one letter and I become even. What number am I?
7
can the language line be used when completing a wire transfer?
No
Beginning 9/12 we must track all ___ and ____ in Ovation for every call.
Complaints and Inquiries
What must you have to qualify for bump rate on CD at account opening or renewal?
Eligible, personal checking account must be present at account opening or at renewal
Which Fidelity screen do you use in order to determine if accounts are linked for combined balances?
SCAM
What has one eye but can’t see?
A needle
Scenario:
Customer cannot be Failsafe verified, passes manual authentication. What is your next option to assist with removing a debit card block?
Determine if customer has OLB access and unblock card after SM is sent.
Beginning 9/12 what screen must you review in Fidelity when the pop-up to confirm the customers phone number has not changed in the last 30 days?
RMI2
If a business customer wants to renew their CD into the same term without adding or removing funds, what do you do?
Nothing! Business CDs do not need maintenance if the customer is keeping the same term with the current balance. Maintenance is only required when changing terms.
Scenario:
Store calls regarding a service message guide. What resource should you utilize to assist?
Service message guide located in R1
What has cities, but no houses; forests, but no trees; and rivers, but no water?
A Map
When completing a high risk activity for customer what extra step must be completed?
Step Up authentication
RIDDLE:
The more I consume, the brighter I become. The brighter I become, the shorter my life. What am I?
A lightbulb. It consumes electricity to shine, and the brighter it shines, the faster it burns out.
What is Interest rate (APR) and what is Annual Percentage yield (APY)?
Interest Rate (APR) is the rate on which the balance earns interest each day.
Annual Percentage Yield (APY) is the effective annual rate of return based on the Interest Rate. In other words, the interest earned each day is added to the balance and the interest earns interest. Since APY includes the impact of compounding interest, APY may be greater than Interest Rate.
What is the email used for finding out promotion qualification updates and rate exceptions for a customer?
NAO Concierge
usccnaoroconcierge@td.com
I am a word that begins with the letter “e” and ends with the letter “e” but only contains one letter. What am I?
Envelope
RIDDLE:
I can be cracked, made, told, and played. What am I?
A joke
Where can store employees complete a PIN reset?
Encore Platform
ATM/Debit card maintenance, select PIN reset from drop down, send to host
Where would you look to determine if a CD renewal request has been submitted?
Maintenance Express
Scenario:
You have an idea to improve a procedure. What steps should you take? What system would you use to share your idea?
Reach out to your Manager to determine if any similar ideas are in process.
Submit an ID8.
The more you take, the more you leave behind. What am I?
Footsteps