A request is made tochange or opt out ofmarketing preferences,revokes consent to receiveautodialed contact, obtain acopy of Do Not Call Policy(DNC) and/or PrivacyNotice, or reports areassigned (wrong)number.The Customer must bethe one to receive andprovide the code. Wecannot accept the codeif it is being read in thebackground to theCustomer or wasprovided by someoneelse.Requests forexpedited cardsmust be initiatedby the Customer.Do not proactivelyoffer to expedite acard.If the Customerchanges theirmind and wouldlike to enroll inTDVP, follow theAsk to Enroll path.  If there is a "P" nextto "MOBILE", thereis a restriction.Transfer theCustomer to FraudResolution forassistance.For existingCustomers withopen accounts, itmust be a depositaccount in aNormal or Closedstatus.Submit aCombinedStatementsupdate in MaintRequests:You will receiveyour savingsoverdraftprotectionapplication bymailThe Customer mustbe in a qualifyingproduct type, and theaccount must beopen and in goodstanding at the timeof fulfillment toreceive the bonus.Is the Customerrequesting the claim bereviewed for additionalconsideration after thetransaction(s) havebeen disputed at least2 times, and the claimshave been finalized /closed?Requests mustbe submittedbefore 10:30 a.m.on the same daythe item is due tobe returned.Explain to the Customerthat TD needs to verifytheir deposit and that ahold was placed for theirprotection to avoid ascenario where they maydraw against a depositthat is later returnedunpaidTD Debit CardAdvance is anoptional overdraftcoverage inaddition toStandardOverdraft ServicesSelectconferencethen entercode inkeypad.Review thecheck and tellthe Customerthe reason itwas returned.Step UpAuthentication mustbe completed by thesigner, and they maynot give permissionto another person tocomplete it on theirbehalf.If CMSe shows an "NF"reject code, verify withCustomer that theirname, address, phonenumber, and email ontheir Apple/Google IDmatches with CustomerIdentification (tab at thetop right of CMSe).Activatethe Cardin CMSe:Accountassociated withdebit cardbeing increasedmust be olderthan 90 days.Verify if the Customerhas an email address onfile. If not, update it byreferring to Core -Update ContactInformation(Address/Phone/Email).A Customerrequests anadjustment orresearch into atransaction ontheir accountAdvise theCustomer that thecard is currentlyactive and offerthe options belowas applicable:Locate thecomplaint indicatorand click on theHappy face at thebottom of Ovationto change it to aSad faceRental car, hotel,gas station, andapparent retailgift cardpurchaseauthorizationsA request is made tochange or opt out ofmarketing preferences,revokes consent to receiveautodialed contact, obtain acopy of Do Not Call Policy(DNC) and/or PrivacyNotice, or reports areassigned (wrong)number.The Customer must bethe one to receive andprovide the code. Wecannot accept the codeif it is being read in thebackground to theCustomer or wasprovided by someoneelse.Requests forexpedited cardsmust be initiatedby the Customer.Do not proactivelyoffer to expedite acard.If the Customerchanges theirmind and wouldlike to enroll inTDVP, follow theAsk to Enroll path.  If there is a "P" nextto "MOBILE", thereis a restriction.Transfer theCustomer to FraudResolution forassistance.For existingCustomers withopen accounts, itmust be a depositaccount in aNormal or Closedstatus.Submit aCombinedStatementsupdate in MaintRequests:You will receiveyour savingsoverdraftprotectionapplication bymailThe Customer mustbe in a qualifyingproduct type, and theaccount must beopen and in goodstanding at the timeof fulfillment toreceive the bonus.Is the Customerrequesting the claim bereviewed for additionalconsideration after thetransaction(s) havebeen disputed at least2 times, and the claimshave been finalized /closed?Requests mustbe submittedbefore 10:30 a.m.on the same daythe item is due tobe returned.Explain to the Customerthat TD needs to verifytheir deposit and that ahold was placed for theirprotection to avoid ascenario where they maydraw against a depositthat is later returnedunpaidTD Debit CardAdvance is anoptional overdraftcoverage inaddition toStandardOverdraft ServicesSelectconferencethen entercode inkeypad.Review thecheck and tellthe Customerthe reason itwas returned.Step UpAuthentication mustbe completed by thesigner, and they maynot give permissionto another person tocomplete it on theirbehalf.If CMSe shows an "NF"reject code, verify withCustomer that theirname, address, phonenumber, and email ontheir Apple/Google IDmatches with CustomerIdentification (tab at thetop right of CMSe).Activatethe Cardin CMSe:Accountassociated withdebit cardbeing increasedmust be olderthan 90 days.Verify if the Customerhas an email address onfile. If not, update it byreferring to Core -Update ContactInformation(Address/Phone/Email).A Customerrequests anadjustment orresearch into atransaction ontheir accountAdvise theCustomer that thecard is currentlyactive and offerthe options belowas applicable:Locate thecomplaint indicatorand click on theHappy face at thebottom of Ovationto change it to aSad faceRental car, hotel,gas station, andapparent retailgift cardpurchaseauthorizations

Compliance - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
O
2
G
3
N
4
B
5
I
6
B
7
I
8
I
9
N
10
N
11
I
12
I
13
B
14
G
15
G
16
B
17
O
18
O
19
O
20
N
21
G
22
O
23
B
24
G
  1. O-A request is made to change or opt out of marketing preferences, revokes consent to receive autodialed contact, obtain a copy of Do Not Call Policy (DNC) and/or Privacy Notice, or reports a reassigned (wrong) number.
  2. G-The Customer must be the one to receive and provide the code. We cannot accept the code if it is being read in the background to the Customer or was provided by someone else.
  3. N-Requests for expedited cards must be initiated by the Customer. Do not proactively offer to expedite a card.
  4. B-If the Customer changes their mind and would like to enroll in TDVP, follow the Ask to Enroll path.
  5. I-If there is a "P" next to "MOBILE", there is a restriction. Transfer the Customer to Fraud Resolution for assistance.
  6. B-For existing Customers with open accounts, it must be a deposit account in a Normal or Closed status.
  7. I-Submit a Combined Statements update in Maint Requests:
  8. I-You will receive your savings overdraft protection application by mail
  9. N-The Customer must be in a qualifying product type, and the account must be open and in good standing at the time of fulfillment to receive the bonus.
  10. N-Is the Customer requesting the claim be reviewed for additional consideration after the transaction(s) have been disputed at least 2 times, and the claims have been finalized / closed?
  11. I-Requests must be submitted before 10:30 a.m. on the same day the item is due to be returned.
  12. I-Explain to the Customer that TD needs to verify their deposit and that a hold was placed for their protection to avoid a scenario where they may draw against a deposit that is later returned unpaid
  13. B-TD Debit Card Advance is an optional overdraft coverage in addition to Standard Overdraft Services
  14. G-Select conference then enter code in keypad.
  15. G-Review the check and tell the Customer the reason it was returned.
  16. B-Step Up Authentication must be completed by the signer, and they may not give permission to another person to complete it on their behalf.
  17. O-If CMSe shows an "NF" reject code, verify with Customer that their name, address, phone number, and email on their Apple/Google ID matches with Customer Identification (tab at the top right of CMSe).
  18. O- Activate the Card in CMSe:
  19. O-Account associated with debit card being increased must be older than 90 days.
  20. N-Verify if the Customer has an email address on file. If not, update it by referring to Core - Update Contact Information (Address/Phone/Email).
  21. G-A Customer requests an adjustment or research into a transaction on their account
  22. O-Advise the Customer that the card is currently active and offer the options below as applicable:
  23. B-Locate the complaint indicator and click on the Happy face at the bottom of Ovation to change it to a Sad face
  24. G-Rental car, hotel, gas station, and apparent retail gift card purchase authorizations