Cheques
How do we negotiate a cheque payable to a business and an Individual?
Endorsed by the individual and deposited to the business account
Sample
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What is the name of the form that must be signed by clients when they withdraw a large amount of cash ($10,000 or more)? What section has to be initialed by the client?
Release of Liability form, section 3 (Potential fraud schemes) has to be initialed
Name 3 Complaints that are out of scope.
Product Specific | TD Auto Finance & TD Merchant Solutions
Service/Experience | Parking, lineups, OPC investigations
Branch/System access | Business hours, system-wide outages, branch appearance, Password/PIN resets
Policies & procedures | General comments where no action is required
Fraud Claims | Initial disputed transaction claim
Marketing |Sponsorship or marketing
What is the limit to cash a Federal government cheque for a non customer?
$1750
What types of Transactions are Prohibited for Non-Customers
What are the 3 levels of the escalation process for a customer complaint?
Level 1: Branch
Level 2: Customer Cares
Level 3: Senior customer complaints office
Where are the 3 Red Emergency Handbooks?
One is at the CEC desk,
one is on top of the CRU closest to MCE desk,
one is on the shelf on top of the printer by the secure desk room
Can we deposit a cheque payable to person A AND person B without a joint account?
Yes, IF the second person signs the cheque in front of you AND they present valid ID
What is and when would you submit a UTR?
You are required to complete an Unusual Transaction Report (UTR) if you have concerns that activity may be potentially related to money laundering or terrorist financing.
What does the HEAT model stand for?
Hear, Empathize, Apologize, Take action
Through the EPC (Enterprise Permission Centre) tool.
If a cx has a hold code of P2000 and deposits 3 cheques at the ATM (1 Mon., 1 Tue., 1 Wed.) of $1000 each, what would be the AVAILABLE balance in their account??
$2100
What written/verbal disclosures must be shared when a cx would like to accept an offer for a new Personal TD Credit Card
Verbal:
Written:
Accepting a Pre-Approved Credit Card Offer
Information box
Fee/Rate Summary
What transactions are permitted for non-customers? What are their limits?
CashFed. GOV. chq's - $1750 per item
Bill payments incl. OFI CC payments $9999 per day
Cash and coin exchanges $2999 per day
Sale of Commem. Coins $2999 per day
Cash Foreign Exchange $2999 per day
Cash Deposits to TD CX acct $9999 per day
Cash Payment to TD credit products $9999 per day
When do we provide a complaint closure letter to a customer?
A. When they are satisfied with resolution and do not wish to escalate
B. When they are not satisfied with resolution but no not wish to escalate
B. When they are NOT satisfied with the resolution and do NOT wish to escalate.
Which account does TD offer to meet the Bank's public commitment to provide a Low-Cost Account. What groups must you provide the account to at No Cost?
TD offers the minimum chequing account as the Low-Cost Account. This account must be free for RDSP beneficiaries and GIS beneficiaries (minimum acct)
What are the qualifiers for a cheque to be submitted to CVS? (5)
What verbal disclosures do you provide when switching a service plan?
A cx asks for their personal information held by TD, how do we retrieve it?
Submit a PIAR (personal information access request) form
When must we issue an interest credit/refund to a customer? Name them all (4)
- A TD charge is applied in error to the customer's account
- A TD charge was not provided for in the agreement
- A TD charge is greater than what was provided for in the agreement
- A TD charge for a product or service that the customer did not consent to
What are all of the legal TDBFG CDIC member entities?
1: Toronto Dominion Bank
2: TD Mortgage Corp
3: TD Pacific Mortgage Corp
4: The Canada Trust Company