Today Jeopardy

Ptop Etiquettes

100

What is the minimum % of arrg we can take ?

25% 

200

follow these requirements for accounts over 30 days past due:

a. A maximum of 2 PTOP's are to be set. b. First PTOP should be within 14 calendar days. c. Final PTOP must not exceed 30 calendar days.

300

A promise can be altered by another agent when:

a. There is a change in the payment date ( by more than 2 days) b. There is a significant change in the PTOP dollar amount of $ 50 or more

400

What is an LTA ?

LOong terms arrg ( more than 2 ptop)

500

As per Debt Collection Practices (Credit Business Practices Regulations), you need to ensure to communicate what ?

any regular payments that are due within the repayment period.

Payment arrg

100

What PTOP MEAN ?

 Promise-to-Pay (PTOP)

200

What need to be confirmed with the customer and clearly documented in the notes ?

The date, amount and method of the payment

300

Wich methode of pmt is not accepted ?

• Post-dated cheques are not accepted

400

What are the the 6 differents way to make arrg ?

outlook reminder 

Payment express tools 

Live pmt 

Online pmt 

At TDCT branch will call in 

Western Union 

500

What is the Consequence of Delinquency: 

As a best practice if the account is over 30 days delinquent or may be at the end of the month, educate the customer on the importance of making payments on time and how doing so can better their credit bureau score.

Call Handling

100

Warm transfer calls MUST NOT be made to ?

General Insurance or Life Insurance due to the Bank Act; however, calls can be warm transferred to Insurance Advice for Balance Protection Insurance (BPI) and to Assurant for Retention.

200

Leave a message on the voicemail including the following:

• The first and last name of the person you are leaving the message for.
• The business group you are calling from (TD, TD Bank, TD Canada Trust, TD Auto Finance, TD Helps or MBNA).
  Note: It is Best Practice to specify that you are calling from Customer Assistance
• The toll-free number to call back. You may leave the hours of operations refer to CA – Hours of Operations [doc] as applicable.

300

Tell me 1 question A and 1 question B

See following procedures pages : authentication 

400

tell me some :Misrepresentation/False or Misleading Information that can be provided to customer 

• Do not misrepresent the purpose of a communication in respect of the collection of a debt with any person or give, directly or indirectly, by implication or otherwise, any false or misleading information in the course of that communication

• Do not directly or indirectly mislead, threaten, or state an intention to proceed with further action if the bank does not actually intend to do so

500

What do you need to tell the customer If the customer still refuses to end the recording ?

I'm sorry, but as you have not agreed to discontinue recording this call, we are unable to continue, and I will be disconnecting this call. Thank you for calling [TD Canada Trust/TDAF/MBNA].

General questions

100

What is your cost center ?

4211

200

Who is your TM ?

Patrick DeGuire

300

What is the first Page you should have open when you login ?

CA home page 

400

What is the name of your COE 

Bahrat Masrni

500

Who is the beat teacher Ever 

Jennifer Michaud-hamel 

Secret

100

1. Humide à l'intérieur, avec des poils dehors, je commence par la lettre C, qui suis-je ?

Une noix de coco

200

1. Je me lève quand je suis content, mais je suis plus petit que le reste, qui suis-je ?

le pouce

300

1. David et Pierre jouent aux échecs. Ils ont fait 5 parties, mais les deux en ont gagné 3, comment est-ce possible ?

Parce qu'ils jouent contre d'autres personnes.

400

1. Je suis entouré de poils et je suis au milieu. J'ai une ouverture que tu peux voir qui s'ouvre et se ferme, qui suis-je ?

Un oeil 

500

1. Je suis une partie de l'être humain capable d'augmenter par 9 sa taille, qui suis-je ?

La pupille