Authentication
Low/High Risk
KYC
Third party
Authentication
100
How many strikes are you allowed to give the customer during authentication.
3
100
Is opening an account considered a high risk activity?
No
100
When confirming the address, what elements needs to be confirmed?
Street name, street number, unit/room number, city, province, COUNTRY, postal code
If it is a P.O. BOX, you needs to get the P.O. box number too
100
Whose profile do you use to authenticate the caller who claims to be POA?
POA, not the customer in question.
FYI: If there is no profile for the POA, please refer them to the branch.
100
What do you respond when the customer provides you answers to the authentication questions?
''Thank you''
200
If you hear somebody giving answers in the background, what do you do?
Strike it! Tell the customer that you can only accept the answer if it came from them. Sorry
200
Customer is mobile authenticated, what do you do to confirm KYC information?
1) High risk the customer so you can read out the information
2) Have them provide the information instead
200
Are Quebec accounts eligible for PODP
NO, just ODP
200
Where do you check for signing authority and power of attorney on a person's account?
MCOM, CIF EASN
200
What is the first thing you ask the customer when they call in?
First and last name, to confirm if you are speaking to the right person.
300
If you heard somebody in the background providing the card details to the customer (Specifically the card number or CVV2), what do you do?
Use discretion. If the customer is having a hard time reading the information, you can accept it otherwise... no.
300
Is changing occupation/employment information considered a low risk activity?
Yes
300
You are on your second procedure that requires KYC, what do you do?
Must acknowledge all personal information has been confirmed already so can proceed to next step
300
If someone else comes on the line, what's the first thing you do?
Read the taping disclosure,
"I would like to inform you that your call will be recorded for training purposes; to enhance customer service, security and to confirm our discussions with you."
300
What if you get the same customer again?
You still have to authenticate the customer and treat it independently.
400
If there is an MCOM with CTI and verbal password requirement, what do you do to authenticate the customer?
CTI and VERBAL PASSWORD must be obtained before attempting to help the customer.
400
If a customer is high risk (vp, cti, verbal password) authenticated, can you disclose: SIN, debit card#, credit card#?
No
FYI: You can disclose account numbers for Direct deposit and preauthorized debit.
400
You found out that the customer has an outdated KYC information (except employment information), what do you need to make sure before you update it?
High risk authenticate the customer.
400
Customer does not speak English, third party offers to translate for him/her, what do you do?
Use telephone translation service, the third party cannot translate for the customer
400
If there are no open accounts or accounts that we cannot access within our business, how can we authenticate the customer?
Go to Exception Questions, or probe the customer what department they want to speak to.
500
What are the circumstances to allow name mismatch?
Abbreviated, nicknames, middles names, hyphenated or inverted.
500
Is adding OFI credit cards to the customer's bill payment list considered a high risk activity?
Yes.
FYI: But for TD credit cards it is a low risk activity.
500
What are the things you cannot update for KYC over the phone?
Date of Birth and Name
500
What can the POA reset for the customer? Easyline, Easyweb, or both?
Neither
500
Customer claims to have a Phonecode set up, what do we check before we put the customer into the IVR system? (2)
Check if they are registered for the Easyline Phonecode
Confirm the status of their debit card. (Cannot verify if the card status is in Deposit Only, Lost, Stolen, Fraud, Closed)