CC Web Article
Which Procedure do we use when someone has a debit card transaction that is not going through?
Core- Debit Card Decline Reasons
This Resource gives us information and articles on how to transact based on customer inquiries/ situations
US CCWeb
The feature can be used to make a deposit after hours on a phone or device with a camera
What is Mobile Deposit?
What is available to customers when they are not able to pass authentication are are not able to make it into the branch
Escalation support
Can a caller under 18 enroll with OLB via USCC?
no
per CORE- enroll in online banking customers under 18 must be referred to a TD store with the joint owner present
What procedure would we use if we have a caller requesting a statement in large font?
Core- Request Braille and Alternate Accessibility Formatted Statements
This resource offers information on products and Services offered by TD Bank.
Retail One
This option can be used to be alerted to transactions and can be customized by the customer
What are TD alerts?
What is an acceptable response by a caller if asked - if you share an account with someone please provide their first and last name?
Their name as it shows in ovation- or I don't share the account with anyone (yes and no are not responses we can accept)
If an owner wants to remove or add another owner- what are the steps involved
Refer to remove account owner in retail one- both parties would need to sign a form in branch location to complete the addition/ removal of the joint owner
What procedure would we use when ovation shows correct information but it is not matching in CMSe?
Core- CMSe Maintenance (SSN, Name, Address, Phone, Nickname)
This resource gives us the ability to view deposits ad images along with returned deposited items.
Titan Web Client
This service can be used to connect with the bank in the event the customer needs a card sent to an alternate address and cannot make it into the branch location.
What are secure messages?
How many times is a Voiceprint reset allowed on a call?
First attempt and one reset
What department handles zelle or bill pay disputes?
Tech Support
What procedure would we use if we have a caller stating they are having issues using the mobile deposit function?
Core- Personal Online Banking Maintenance/ Troubleshooting
This program allows for us to review adjustment requests that have been processed on customer accounts.
PEGA
This service can allow for customers to make a deposit, withdrawal or transfer in the event they are locked out of the mobile app and branches are closed
What is the ATM?
How many times can a failsafe passcode be sent to a customer?
Passcodes can be sent 2 times due to bad connection. If under the same account and within a 5 minute window you can resend 3 times if needed.
What steps do we take if we receive a fraud escalation call?
We would not proceed or provide any account info to the caller. we would ask three cat a questions listed on the procedure and 1 cat b question. Then we would refer to branch to have their account unlocked.
What procedure would we use when a customer reports a complaint that they did not open an account with us?
Core- Handle Complaints
This resource provides us with in depth descriptions of service messages placed on customer accounts and provides us next steps.
Service Message Guide
Walk me through the steps of downloading a direct deposit form in the mobile app
Log in> menu > account services > direct deposit > select account and amount> create form> download and print or email
What are the exceptions to having a third party speak on a customers behalf when completing authentication?
There are two:
-if the caller requires translations services using OUR language line services
- Deaf or hearing-impaired caller is using a relay service
What department assists estate and trust accounts with signing up for OLB?
Small Business Banking