Authentication
Where can the Authentication procedure be located?
CC Web > Borrowing Home
If the Occupation indicates Retired, do we still need to verify the information? Why or why not?
Yes. We always need to ensure we have the most up to date information present on the system.
A customer is calling in and has informed you that their credit card is broken. What procedure do you follow (after authentication)?
Request Plastic
Cx is calling in to request a virtual access card but has changed their address in the last 60 days. What is your first step?
Customer needs to be referred to branch with ID to complete hat request
What is the age requirement to enroll in VP?
Depends on the province
Assuming a customer does NOT call in 'Mobile Authenticated' or VoicePrint enrolled, how can we high-risk a caller?
Ask the customer for the following:
1) CVV2 OR
2) Debit Card Number
Customer calls in and notifies you that their date of birth is incorrect. Can you update that information? Why or why not?
Yes, but only if the information for month and day has been inverted. All other updates must be completed at the branch with sufficient identification of correct Date of Birth
A customer is calling to close their TD Rewards Visa card. How long do they have to redeem their points?
90 days
A cx has a g01 on their account indicating a failed authentication, however your customer passed authentication with you. What is your next step?
update the existing G01 failed authentication MCOM to H01
What language(s) is VoicePrint available in?
English + French
What should you do with customers that have initials for First/Last name?
You can assist the customer with limited activities provided they pass authentication (first and last name still must be confirmed). Only low risk transactions are permitted, as we cannot completely identify the customer. You should ask them to step into a Branch to have their profile updated to better protect their account and speed/enhance Authentication the next time they call.
What information do you check during KYC? (6)
1. Name
2. Residential Address
3. Personal Telephone Number
4. Date of Birth
5. Occupation
6. Employment Information
A customer is calling in and has informed you that they have lost their card and want to complete a credit limit increase. In which order do you complete the 3 procedures?
CLI, L/S, Request Plastic
Customer is calling in to do a L/S report and wants to complete a product transfer, however the cx is not high-risk authenticated. How do you proceed?
Can process with the request as an active access card number or credit card CVV2 is not required for product transfers completed at the same time as lost/stolen.
What do you do if there's an A01 or A10 referencing failed Authentication is present, but the customer has passed VoicePrint?
call RO
A branch rep is calling you & is asking for assistance with a customer. How should you proceed with the call?
Ask for their name, login ID and verify through Connections or Branch Locator. As well, send an internal Outlook email or Instant Message and request that they respond to that email/IM500
When can I update a customer's name? (3)
1. Incorrect Salutation
2. Name is misspelled
3. Customer’s given name is inverted
A customer calls to advise us of a name change or they want to have the embossed name on their card changed. This includes (2/4):
Shortened name embossed on the card
Alteration of first name (example: Joseph to Jo, or Joseph to J)
Removal or abbreviation of middle name
Spelling errors where 1-2 letters are incorrect in the first or last name (deemed bank error)
How many times can a customer change their billing cycle in a year?
Only one customer-initiated billing cycle change is permitted within a 90-day period
What additional authentication requirements does VoicePrint override?
"Password", IVR Authentication, Mobile App Calls and Manual Authentication
You are speaking to a customer when all of a sudden their friend starts speaking to you + explains the situation. What is your next step? (+ where can this info be found?) *2 places*
Read out Third Party disclosure + Procedure located within authentication procedure and Products& Services › Borrowing › Credit Cards - Customer Service › Privacy & Call Handling
Customer says they are a dentist; currently, the Category field is blank, and the Description field has dentist; update the Category field to ____ and update the Description field to the _____.
Medical/Health + Dentist or Dental Practitioner
If the customer is changing their address to a new province, update the provincial ___ on ___.
RES CODE & CIF MOCI
A customer is calling in with a TD Cash Back Visa Card and they have a beacon score of 722. Their current withdrawal limit is set to a "level 3". What is their daily / weekly withdrawal limit?
400 daily / 1200 weekly
Customer calls in regarding XYZ. He is VP Enrolled but has an MCOM stating CTI + verbal password. How do you proceed?
get PhoneCode, paste vp # into tool + disregard verbal password