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WorksheetsTDCS Authentication
Total questions: 10
Worksheet time: 6mins
If a customer needs a translator during authentication what should you do?
Ask them to call a family member to translate
Let them know we unfortunately only service in English
Call the Language Line and request a translator
Hang up
Which of the following people can manage accounts equal to the Primary / Co-Applicant until they pass away.
Authorized Signer
Co-Applicant's Accountant
Power of Attorney
Primary Applicant's Family
If you are unable to find a TD Employee on Teams, where should you try sending the code to authenticate them?
(a)
A third party cannot answer or translate on the caller's behalf during authentication EXCEPT when which the following exceptions are present?
Customer requires translation using Language Line Services. / Hearing Impaired Relay Service
The customer hands the phone to someone who is an authorized signer
The customer is unable to understand your accent
The customer is busy and gives you permission to speak to their spouse
TRUE or FALSE: Minors are NOT eligible for Failsafe Authentication
TRUE
FALSE
Step Up is not required if the Store has authenticated the Customer
TRUE
FALSE
When searching for a customer in TCS which piece of information should you try obtaining first before using other methods of searching for said customer?
Mother's Maiden Name
Social Security Number
16-Digit Card Number
Full Date of Birth
True or False: You MUST use Step-Up Authentication to activate a customer's card - even if they have already successfully passed authentication to get into their account.
FALSE
TRUE
If an incorrect name is provided, you may prompt the customer to try again by asking which of the following questions?
"May I have the name as it appears on file or on your statement?"
"Is that your correct legal name?"
"That isn't what I am seeing on file for you, can you answer again?"
"Are you sure that is the name matching your credit card?"
After obtaining a POA's name during authentication, according to Step 3 of "Credit Card - Authenticate a Customer" what should you try to obtain next?
Their relation to the primary card holder
The 16 digit card number associated with the account they are calling about
Their SSN and the Primary card holder's SSN.
Their Phone Number to verify they are calling from a valid number.
