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Professional Development
Professional Development
Verification
20 questions
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- 1. Multiple Choice
Stan contacts you to ask for your help.
"Can you help me change my mobile number? This is the fourth number change I have needed this month."
Which of these is the appropriate response to Stan?
"Oh no! I'm so glad you contacted us today so we can resolve this for you once and for all. Can you tell me more about the problem you are having?"
"What a pain! We can issue only two number changes in each calendar month. I'm so sorry."
"Of course. There is a $15 fee for this number change. Would you like to use the Visa card you have on file?"
"I'm glad to make that change for you."
- 2. Multiple Choice
Account Type Individual Regular
BRP Alexander Baldwin
Authorized User Monica Baldwin
PIN/Passcode 989765
Last 4 of SSN 0123
Monica Baldwin contacts you with a question about a bill. You see that Monica is not calling from a mobile phone. When you review, there is a special instruction stating that a system generated PIN code was assigned to the account.
How should you respond in this situation?
Advise the customer to have the BRP set up a PIN or a Passcode.
Send a one-time PIN to the customer and verify the last four of the SSN to gain temporary access to the account.
Tell the customer to consider setting up a Passcode that includes the last four digits of the Social Security number on the account.
Request that the customer create a PIN for the account.
- 3. Multiple Choice
Account Type Individual Regular
BRP Alexander Baldwin
Authorized User Monica Baldwin
PIN/Passcode 987654
Last 4 of SSN 0123
Alexander's sister Carmen contacts you with questions about this account.
What kind of information can you offer Carmen?
You can provide her with general information about equipment, plans, and services found in C2
You can help her create a PIN/Password for her brother's account.
You are allowed to release information to Carmen about usage and charges on the account.
You can help Carmen access the account through My T-Mobile.
- 4. Multiple Choice
A customer contacts T-Mobile for help. They are the Authorized User on their family's account.
When would you send this customer a One Time PIN?
If they have forgotten the Passcode or PIN
When they want to create a Passcode or PIN
When they want to change a Passcode or PIN
- 5. Multiple Choice
This account information will help you answer the question.
Authorized user Amber Chen
Account Type Business
PIN/Passcode 773543
Last 4 of Tax ID 2884
Amber Chen contacts you with some questions.
"Can you provide me the PIN or Passcode please?" you ask.
"Hmm. I think it's 4882," Amber responds. After a couple of attempts, you determine Amber does not know the Pin/Passcode.
What should you do in this situation?
Send a One Time PIN to Amber.
Tell Amber to have the BRP contact T-Mobile.
Advise Amber to get the correct Tax ID number from the BRP.
Transfer Amber to Business Care.
- 6. Multiple Choice
You are working with postpaid accounts. You notice that some of these accounts do not have Social Security numbers associated with them.
What is the best way to verify these accounts in ATLAS?
Use One-Time PIN (OTP) procedures or biometric verification.
Use One-Time PIN (OTP) procedures and enter 0000 as the last four digits of the Social Security number.
Enter 0000 as the he last four digits of the Social Security number. There is no need to use OTP.
- 7. Multiple Choice
A customer states, "I'd like to make some changes to my plan." They provide enough information for you to fully verify the account. You are working with the BRP.
They ask you several questions about information in the account.
Which of this information is it okay for you to tell Tyrell?
You can disclose the last four digits of the bank account and credit card accounts.
You can disclose the Passcode and PIN.
You can reveal the Social Security number associated with this account.
You can provide details about calls and texts, including what numbers have been called and when.
- 8. Multiple Choice
You are working with suspended, ladexed, and canceled accounts.
What is the correct way to send a One Time PIN (OTP) to these types of accounts?
You can use either a paperless billing email address or a T‑Mobile ID.
You can go through SMS to any eligible line on the account.
You cannot send an OTP because these accounts are not set up to receive them.
You can go through SMS to whatever line the customer is using to contact T-Mobile.
- 9. Multiple Choice
You have successfully created a Token, and you want to use it to access the account in other systems.
How can you do this?
Paste the Token into the Search box of the system you want to use.
Open the other system after waiting 2 to 3 minutes.
Just double-click on the Token.
Go to the dropdown menu and select the system you want to use.
- 10. Multiple Choice
After creating a token for an account, you sent a OTP for additional verification.
Which step should you take if you want to see the account in a second system?
Create a new token instead of reusing the one you just made.
Go through the verification process a second time.
Open the second system and paste the token into it.
Exit the second system, open it again, and then log into it again.
- 11. Multiple Choice
"Let me give you my new billing address," a customer tells you. They give you a post office box number.
Why doesn't T-Mobile allow customers to use a P.O. box as their billing address?
The account must be taxed as the law requires.
T-Mobile cannot ship devices to post office boxes.
T-Mobile uses Megan's street address to help verify her identity.
- 12. Multiple Choice
"I'm moving across the country," Cody tells you. "When I opened my account last week, I gave the wrong billing address. Can you help me fix it?"
What is the correct response in this situation?
Welcome to the T-Mobile family! Once your account is active for 30 days, the billing address can be updated."
"Congrats on your move! If you use the T-Mobile app, you can change it yourself and avoid fees."
"This is a new account, so the address change won't take effect for 90 days."
- 13. Multiple Choice
The BRP on an account tells a dealer they want to add an Authorized User (AU) to the account, then leaves the store. The dealer contacts you about the request.
What should you say to the dealer?
"The BRP must be present in the store."
"What is the BRP's mobile number?"
"I will send you a One Time PIN."
"What is the PIN/Passcode for the account?"
- 14. Multiple Choice
Vera is going out of state for two weeks and wants her 18-year-old daughter to manage the account while she is away. She wants to add her daughter to the account as a BRP, but you tell her you cannot do that.
Why do you decline the request?
There can be only one BRP on an account.
Her daughter is too young to be a BRP.
BRPs cannot be relatives.
The mother must first send a Letter of Fiscal Responsibility.
- 15. Multiple Choice
What must you do if the BRP on an account wants to add a family member as an Authorized User?
Send the BRP a One Time PIN.
Send the family member a One Time PIN.
Tell the BRP to have the family member contact us directly.
Tell the BRP that the family member will be able to make the same changes as the BRP.
- 16. Multiple Choice
When you add or remove an AU in Samson or Atlas, what is your final step?
You memo the account.
You add or remove the AU.
You verify the BRP.
You verify the AU.
- 17. Multiple Choice
You are about to add an Authorized User to an account.
What is your main reason for checking C2 first?
To keep the account secure
To make the change more efficient
To improve your job performance
To increase customer convenience
- 18. Multiple Choice
A BRP wants to add an Authorized User to the account.
What should you confirm before adding an authorized user?
That you're speaking with the BRP.
The authorized user is 21 years old.
Line permissions are set up on MyT-Mobile
The authorized user's signature is on the service agreement.
- 19. Multiple Choice
When would it be necessary for you to make an outbound call to a customer?
You need to confirm a troubleshooting resolution.
The customer intentionally disconnects from you.
The customer has an appointment and must leave.
The customer doesn't return a call and has received a voicemail.
- 20. Multiple Choice
You are placing an outbound call.
Which should you do first?
Open ATLAS
You should enter the 10-digit mobile number of the customer.
You should memo the customer's account.
You should enter the 6-digits of the Community ID number.
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