Authentication
What is the first thing you confirm when a call comes in?
First and Last name
Using which HOST page can you determine whether a ULOC has/had FRAOs?
CPA SCRL
How much is the annual fee for the Cash Back Visa Infinite card?
$139
What is the minimum amount of an unsecured loan?
$2000
What is Sam's actual first name?
Sahand
What are 3 ways to low-risk authenticate a customer on an inbound call?
1. Cat A and B (No ACS or CVV)
2. OTP (No ACS or CVV)
3. Phonecode (No ACS or CVV)
What are the minimum and maximum amortizations allowed on FRAOs?
Minimum 1 year
Maximum 7 years
What is the income requirement for the Aeroplan Visa Infinite Privilege card?
$150,000 personal income or $200,000 household income
You refer customers to TD Auto Finance if their loan is domiciled at Branch ---- or ---- .
1100 or 3333
What was the original head count of our class?
15
True or False?
You can high risk authenticate a customer without ACS card number and/or CVV2.
True.
With Account number. (mtg number, heloc transit+account #, etc.) only if cx does not have ACS and/or CVV2
What HOST page do you use to close a ULOC/SLOC ?
CPA PCRL
What is the correct course of action when an international student asks to apply for a credit card?
Book a branch appointment.
True or False
Auto Loan applications can be fulfilled in phone channel.
False
On what date did you start taking solo calls?
February 14th
How can you proceed with full-app when a cx is low risk verified?
You have to ask them to confirm KYC elements instead of you reading them for the cx and having them confirm.
Payment details cannot be updated for the next payment date if it is within ------ business days
2 Business Days
What are 4 types of cards which are not eligible as a secured credit card?
Aeroplan Platinum
Aeroplan Infinite
Aeroplan Infinite Privilege
USD Visa
Student Repayment Loans always carry a ------------ interest rate.
A) Fixed
B) Variable
Variable
Who originally came up with "KPI Annihilators" as our team name?
Celine
You make an outbound call to renew a mortgage for your customer. What authentication steps are necessary?
Introduce yourself
Confirm First and Last name
Read taping disclosure according to the procedure for outbound authentication
No further auth required
How much can you discount an interest rate on C3 when you are activating/applying for a ULOC?
50 bps = 0.5%
How can a cx obtain an Aeroplan Privilege card if they do not meet the minimum income requirements? (2 ways)
Do you currently spend $50,000 or more each year on your Credit Card account(s)?
Do you have assets (Investments) under management at this or another financial institution of $400,000 or more?
Excluding Quebec Residents , RSP loan holders can defer the first payment up to -------- days?
120 days
How many weeks will you spend with the business before coming back for RESL training?
9 Weeks