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BCP Compliance Quiz Cards > BCP Compliance > Flashcards

BCP Compliance Flashcards

1
Q

Where are the Emergency Meeting Locations?

A

First is First Choice

1958 Parkedale Ave

Second is SuperStore

1972 Parkedale Ave

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2
Q

What are the Duress Alarm

Procedures?

A

00 followed by the branch

transit number - 000352

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3
Q

What is the
procedure is
the event of
a robbery?

A 
F12 dispense key,
dispensing $200. Combine
Cash with decoy in clear
plastic bag. After handing
the cash over walk away
and remove yourself
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4
Q

What is the
location of the
alarm button
in the Branch?

A

Button is located just
inside the Safety Deposit
Box Vault on the left side

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5
Q 
Describe the
Emergency
Release
Mechanism and
how it works
A

Located inside the SDB
Vault Door

Lift Plate “A”

2) Push in Handle “B” and
turn until it stops to
unlock door

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6
Q 
Where is the
Red Emergency
handbook and
what is it used
for?
A

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

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7
Q

What is the
Process for
Accepting
Mail Deposits?

A 
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”

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8
Q 
When Must a
Large Cash
Transaction
Report (LCTR)
be completed?
A

For all incoming cash
transactions $10,000 CAD
equivalent or more

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9
Q 
When must an
Unusual
Transaction
Report (UTR) be
completed?
A 
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”

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10
Q

Can we receive
a wire payment
instruction by
email or fax?

A

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.
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11
Q

When is the
Wire Payment
Checklist
Required?

A

Wires $50,000 and over or
if Branch Manager is doing
a faxed instructions as an
exception.

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12
Q 
What due
diligence do you
conduct for
completing or
releasing a wire?
A

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
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13
Q 
Why is it important
to identify
accounts that fall
under Enhanced
Due Diligence?
(EDD)
A

They are considered high
risk in nature

Examples: Internet/On-line
Gambling, Unlicensed
Cannabis Distributers,
Head Shops, Shell Banks

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14
Q 
Where can you find
a list of high-risk
industries that
require Enhanced
Due Diligence?
(EDD)
A

B-Web: Enhanced Due
Diligence – Business
Banking

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15
Q 
What is the
purpose of CVS
and what items
“Qualify” to be
sent to CVS?
A

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

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16
Q

How do you
Submit to
CVS?

A

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

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17
Q 
What is a Politically
Exposed Person (PEP)

Or

Head of International
Organization (HIO) and
what action should you
take if they self identify?

A 
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
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18
Q 
What must you
do when
certifying a
cheque over
$5,000
A

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

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19
Q

How do you negotiate a
cheque payable to…

An account holder and
another person?

A business name and a
personal name?

A

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

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20
Q 
What do you do
if a person
refuses to sign
a "Release of
Liability"
A 
Record on the form
"Refused to sign" and file
in your work. Record on the form
"Refused to sign" and file
in your work.
21
Q

What do you do
if a customer
does not have
their ACS?

A

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

22
Q 
What
Transactions
can we do for
non-customers
up to $1,500?
A

Bill payments

Foreign exchange

Cash/coin exchange

Sale of provincial Bonds

Commemorative Coins

23
Q 
What transactions
can we complete
for non-customers
from $1,501 –
$2,999?
A

Bill payments

Foreign exchange

Cash/coin exchange

Sale of provincial Bonds

24
Q

What transactions
can we complete
for non-customers
$3,000 and above?

A 
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

25
``` 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
26
``` 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
27
``` If you refuse to open a personal Deposit Account, what must you do? ```
``` Provide Letter of Refusal #522048 ```
28
``` 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
29
``` 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
30
``` 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
31
``` 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
32
``` 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.
33
``` 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
34
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
35
``` 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 ```
36
``` 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
37
``` 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)
38
``` Can you sent emails directly to customers to promote or advertise TD products or services? ```
NO
39
``` 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
40
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.
41
``` 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
42
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
43
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
44
What is not covered by CDIC?
Mutual funds Stocks Bonds Cryptocurrencies
45
``` 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
46
How many days to transfer a registered plan
7 business days or 12 business days during peak time (Feb 15 – Mar 31)
47
``` 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?"
48
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]?"
49
``` 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?"

BCP Compliance Quiz Cards (1 decks)

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