BCP Compliance Flashcards
Where are the Emergency Meeting Locations?
First is First Choice
1958 Parkedale Ave
Second is SuperStore
1972 Parkedale Ave
What are the Duress Alarm
Procedures?
00 followed by the branch
transit number - 000352
What is the
procedure is
the event of
a robbery?
F12 dispense key, dispensing $200. Combine Cash with decoy in clear plastic bag. After handing the cash over walk away and remove yourself
What is the
location of the
alarm button
in the Branch?
Button is located just
inside the Safety Deposit
Box Vault on the left side
Describe the Emergency Release Mechanism and how it works
Located inside the SDB
Vault Door
Lift Plate “A”
2) Push in Handle “B” and
turn until it stops to
unlock door
Where is the Red Emergency handbook and what is it used for?
We have 2, one is located on
the counter by the tellers
and one by Connie’s Desk.
This Provides instructions
for Robbery, Fire, & Bomb
threats
What is the
Process for
Accepting
Mail Deposits?
All mail must be opened by a branch officer. Use “Daily Record of Mail Deposits/Express Deposits/Depository Pouches Received” Form #514060 and record date, account number, name, and amount.
CEA to process and initial form,
Branch Manager/Delegate to
review and initial “checked by”
When Must a Large Cash Transaction Report (LCTR) be completed?
For all incoming cash
transactions $10,000 CAD
equivalent or more
When must an Unusual Transaction Report (UTR) be completed?
If a transaction is not in keeping with the customer’s normal behaviour or is at odds with the typical operation of an account or product.
Cannot be discussed with the
client as this is “Tipping”
Can we receive
a wire payment
instruction by
email or fax?
Email instructions are not
acceptable.
Customer should be made aware that we do not accept instructions via fax. In exception circumstances the Branch Manager may approve faxed instructions using the checklist.
When is the
Wire Payment
Checklist
Required?
Wires $50,000 and over or
if Branch Manager is doing
a faxed instructions as an
exception.
What due diligence do you conduct for completing or releasing a wire?
CIF information must be
completed, up-to-date and
KYC/KYT/KYB practiced.
Businesses: Check CIF → EASA for signing authorities. Only signing authorities with compliant profiles can authorize a wire
Why is it important to identify accounts that fall under Enhanced Due Diligence? (EDD)
They are considered high
risk in nature
Examples: Internet/On-line
Gambling, Unlicensed
Cannabis Distributers,
Head Shops, Shell Banks
Where can you find a list of high-risk industries that require Enhanced Due Diligence? (EDD)
B-Web: Enhanced Due
Diligence – Business
Banking
What is the purpose of CVS and what items “Qualify” to be sent to CVS?
Verifies the authenticity of item
by contacting the “issuer” and
verify the amount & payee
information. Does not verify funds.
$10,000 CAD equivalent, Drawn
on a business account, Draft,
or Certified cheque
in CAD or USD
How do you
Submit to
CVS?
Place a Hold on the Cheque
$10,000 or greater on S3
Button
$50,000 and or greater with a full hold
gets submitted automatically
$3,000-$9,999.99 on S3 button
with an exception
Below $3,000 with CVS form, submit to
Region for Approval
What is a Politically Exposed Person (PEP)
Or
Head of International
Organization (HIO) and
what action should you
take if they self identify?
A customer is a PEP or HOI if they have ever held a position of prominent public function, either foreign or domestic. A family member or close associate of a PEP/HIO is also considered a PEP/HIO.
If a customer disclosed that they are a PEP/HIO their occupation must be accurately captured on CIF-MEMP screen. If a family or close associate self-discloses you must complete form #529892 and submit to GAML within 48 hours
What must you do when certifying a cheque over $5,000
Certified Sticker must cover
account and designation number
write transit and account number
above sticker
stamp top left corner with
certification stamp and initial
Stamp CERTIFIED DO NOT
DESTORY on bottom left of
cheque and twice on the back
*Business customers must be
contacted to verify the
How do you negotiate a
cheque payable to…
An account holder and
another person?
A business name and a
personal name?
Account holder and another person.
- If the account holder wants to deposit cheque,
the other payee bust sign the back of the
cheque. Standard KYC policy & procedures
apply. - If the account holder wants to cash the
cheque, all payees must sign the back of the
cheque. Both must be present
Business and a personal name
-Cheques payable to an individual and a
business must be endorsed by the individual
and deposited into the business account
What do you do if a person refuses to sign a "Release of Liability"
Record on the form "Refused to sign" and file in your work. Record on the form "Refused to sign" and file in your work.
What do you do
if a customer
does not have
their ACS?
Cardless PIN verification.
What if customer does not know PIN?
Refer to a supervisor who must ask 3 “Out
of Wallet Questions”. Customers must get
2/3 correct. If not, decline transaction and
put A01 on MCOM recording what
questions were asked
Supervisor must initial all transaction
receipts it not PIN authenticated
Supervisor may just initial transaction
receipt if customer is known
What Transactions can we do for non-customers up to $1,500?
Bill payments
Foreign exchange
Cash/coin exchange
Sale of provincial Bonds
Commemorative Coins
What transactions can we complete for non-customers from $1,501 – $2,999?
Bill payments
Foreign exchange
Cash/coin exchange
Sale of provincial Bonds
What transactions
can we complete
for non-customers
$3,000 and above?
Only other Financial Institution Visa/Mastercard payments and only if the customer provides a statement showing an amount more than $3,000. Check ID Requirements are met.
Record ID on S3 Non-Customer
$3,000 and over button
What Transactions are prohibited for Non-Customers
Drafts, Wires, Precious
metals
How many days must new
TD Customers wait before
making these transactions?
2 business days
When can you refuse to open a Personal Deposit Account?
ID requirements are not met
To protect customers &
Employees from physical
harm and harassment
We have reasonable grounds
to believe that account will
be used fraudulently
Known Fraudulent/Illegal
activity in the last 7 years
If you refuse to open a personal Deposit Account, what must you do?
Provide Letter of Refusal #522048
Where can you find the list of acceptable ID for Access to Basic Banking Services?
Within the Refusal Letter
Plan-o-gram "About Our accounts & Related Services" Pamphlet Form #522050 Access to Basic Banking Services
On B-Web → KYC-ABBS
What disclosures are required when opening a New Personal Deposit Account
FSA Financial Services Agreement #513832
Privacy Agreement #525812
FST Financial Services Terms #513836
About Our Accounts & Related Services #513782
About our Interest Calculations #513796
EasyAccess Customer Confirmation (EACC)
#581076 & Cardholder and Electronic Financial
Services Terms & Conditions
CDIC-Protecting Your Deposits #801216
Tax Residence Self-Certification #800868
What document must you provide when issuing a new Access Card & what must be reviewed & discussed
EasyAccess Customer Confirmation (EACC)
#581076 & Cardholder and Electronic Financial
Services Terms & Conditions
Review and provide customer with their ATM,
POS, CNP withdrawal limits and deposit hold
code.
Review highlighted sections (5, 7, 8, 10, 13, 14,
31)
Card & PIN security & confidentiality; Your
liability; Our liability; Limits; Resolving Disputes;
Service Charges; if you have a Compliant
What disclosure are required when switching a deposit account (switching plans)
Discuss monthly fee,
transaction limits,
features, & benefits of
plan
Provide “About out
Accounts & Related
Services” #513796
What must you advise the customer when applying for Overdraft Protection?
Obtain Verbal Consent
Discus the type of ODP, Features &
Benefits, Privacy Doc, Limits, and Disclose
all applicable fees & interest rates.
Print Overdraft Protection Schedule form #802484;
Review with customer. Ask All account
holders to sign.
Provide signed copy to each account holder
and retain one copy with coversheet as
branch copy.
If a personal customer deposits one or more cheques and you place a full hold on it, will the customer be able to access any of the funds?
The first $100 of each cheque, up to
the cheque amount
If you refuse to make the first $100
available, what must you provide?
Provide Letter of Refusal #522048
What are the
current Hold
Funds
Guidelines
Account open less that 90 days → 5 business
days
Accounts open more than 90 days up to $1,500
→ 4 business days
Accounts open for more than 90 days greater
than $1,500 → 5 business days
USD drawn from a Canadian Financial
Institution (FI) → 5 business days
Drawn from a US FI → 15 business days
Drawn on an FI outside US or Canada → 30
business days
When can you refuse to cash federal government cheques? What must you provide?
Insufficient ID
Amount exceeds $1,500
(exception CERB & CESB -
$2,000)
Cheque is altered or
counterfeit
Provide Letter of Refusal #522048
What should you do if a customer believes their privacy has been breached by TDCT?
You must escalate to branch
manager immediately
Branch manager will facilitate notification to the Privacy Delegate, via email at TD.PBOOpCon@td.com to advise of the privacy even
Know where to find this on B-Web
Your customer is receiving electronic messages (Emails or text) from TD that promotes product & Services and has requested you stop it. Where do you go and what do you do to process this request?
B-web → More Tools →
Administration heading →
Select EPC Tool
(Unsubscribe Email)
Can you sent emails directly to customers to promote or advertise TD products or services?
NO
What must you do if a customer tells you they want to escalate a concern/complaint on their own?
Provide them with the “Do
you have a complaint”
brochure
What should you do if a customer
requests any of the following?
Customer cites any rights to access their
personal information under either PIPEDA
or TD Privacy Code
Customer asks for “all information”
Customer asks for personal information
that crosses multiple product lines or
businesses and the information isn’t
available at your location?
Customer wants copy of credit bureau
report
Customer wants access to information
deemed unrealeaseable” by the branch
such as credit scoring and account
messages.
Complete Personal Information
Access Request form (PIAR) #
800662
The Information must be
provided within 30 calendar
days
Advise the customer there
could be fees associated with
the request.
What is tied selling? Where can you find information on tied selling?
When staff pressure or coerce a customer into obtaining a product or service as a condition for obtaining another product. Eg. You qualify for a Visa only if you open a bank account
Brochure “Coercive Tied
Selling – What you need to
know” in the plan-o-gram
What is CDIC?
What is the
maximum
amount?
Canadian Deposit Insurance Corporation – Provides deposit insurance on eligible deposits at member financial institutions
$100,000 Canadian Dollar
equivalent
What is
covered by
CDIC?
Chequing and savings account
Foreign Currency accounts and
investments
Guaranteed Investment
Certificates (GIC)
Term Deposits
Certified cheques / Bank Drafts
Registered Products
Money held for paying taxes on
mortgaged properties
What is not
covered by
CDIC?
Mutual funds
Stocks
Bonds
Cryptocurrencies
What would you provide a customer asking about Power of Attorney or Join Accounts?
“General Information on
Power of Attorneys”
#534700
“Understanding Join Bank
Accounts” #534698
How many days
to transfer a
registered plan
7 business days or 12
business days during peak
time (Feb 15 – Mar 31)
What Written and Verbal Disclosures are required when a customer is applying for a Visa product?
Print the information box (Cost of borrowing) &
TD Aeroplan disclosure (If applicable)
Review the following: Interest Rates, Grace
Period, non-interest rate fees, minimum
payment requirement
If Aeroplan Visa, - Review additional privacy
terms in Aeroplan Privacy Disclosure
All fees and rate information will be provided to
them in writing when they receive their card
Ask the customer: “Do you consent to providing
you with the [name of product] on the terms we
have disclosed to you?”
What is
required when
increasing the
limit on a Visa?
Before proceeding with the
limit increase read the
following script to obtain
the customer’s consent:
“Do you consent to a credit
limit increase of $[amount]
bringing your total credit
limit to $[amount]?”
If a customer wishes to change their credit card for another card, what must you ensure?
Primary Card Holder is present and advise the following information
applicable to the new credit card product…
All interest rates and Grace Periods
All Non-interest fees
If Aeroplan Visa – Review Aeroplan Privacy Disclosure
Payment due date may change
Customer must sign and date the “Consumer to Consumer Credit
Card Product Transfer Disclosure” #532858
TD Credit Card System will automatically credit the annual fee on
a pro-rated basis
Balances will be transferred to the new card
Use existing card till the new one arrives
BPI will automatically be transferred to the new card
Notify any companies with Pre-Authroized payment of new card
TD Green/Venture no longer offered
Ask the Customer “Do you consent to us providing you with the [name
of product] on the terms we have disclosed to you?”
