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- 1. Multiple Choice
TRUE or FALSE. We have to skip PIN/PASSCODE if we can send OTP and the last four of SSN.
TRUE
FALSE
- 2. Multiple Choice
We can verify the customer's account without asking their First and Last name.
TRUE
FALSE
ask as assistance with supervisor to BYPASS
- 3. Multiple Choice
If the PIN/PASSCODE doesn't match, we should..
Enter OTP
Enter OTP and the last four of SSN of the account holder.
Enter the last four of SSN of the account holder.
Coordinate with your Sup to Bypass the account.
- 4. Multiple Choice
If not verified or OTP cannot be received/confirmed
follow C2 POLICY: Unauthorized or unable to verify and advise the customer to go to a T-Mobile store with a photo ID to be able to verify the account.
advise the customer to go to a T-Mobile store and ask for a manager.
Coordinate with your Sup and Bypass the account.
Provide full support.
- 5. Multiple Choice
For callers whose first and last name are not listed / end users OR BRP / Authorized Users who can't verify, select "Unauthorized" in the verification window by system for ATLAS, Grand Central Downtime, or Samson and advise the caller of the following:
Direct the customer to My T-Mobile or the T-Mobile app for self-service options (IVR will not allow self-service for unverified callers). For Business/Government account, transfer to Business Support.
Refer the BRP to My T-Mobile or a T-Mobile retail store with government-issued photo ID to set up a PIN/Passcode. Refer to Billing name, SSN, & birth date changes if other account changes are needed.
Help with troubleshooting or provide information on how to check the minutes or balance.
Coordinate with your Supervisor to Bypass the account.
- 6. Multiple Choice
Customer PIN/Passcodes (now including Rebellion) must be a combination of 6-15 sequential numbers.
TRUE
FALSE
- 7. Multiple Choice
Never provide PIN/Passcode hints to customers.
TRUE
FALSE
Coordinate with your Supervisor.
- 8. Multiple Choice
PIN/Passcodes that are not allowed
Repeating (such as 4444)
Beginning or end of the mobile number
Date of birth
A mobile number on the account
- 9. Multiple Choice
How long do Verification Tokens last?
2 hours and 2 mins
5 days
5 times and expire after 30 minutes.
20 mins
- 10. Multiple Choice
Tokens allow you to copy and paste that token into the other tools.
TRUE
FALSE
Ask your Supervisor for Verification Token
- 11. Multiple Choice
Tokens does not allow you to securely access customer's account information across multiple systems using the verification status already provided. Because we have to repeat it over again.
TRUE
FALSE
Ask your Supervisor to have verification token.
- 12. Multiple Choice
What account changes can un-authorized do by the BRP?
Billing Name changes
New device purchase or update using EIP in T‑Mobile store (within the first seven days of account activation)
Passcode and PIN changes
None
- 13. Multiple Choice
If the BRP requests to add an Authorized User, what additional verification step might you need to take?
One Time PIN
PIN/PASSCODE
Last four of SSN
None go ahead and add.
- 14. Multiple Choice
list of advisements that you will disclose to the BRP before adding an authorized user.
Authorized Users (AUs) will need to verify their identity to access the account
The AU will have full access to the account and can make changes that can impact the bill that the BRP is responsible for
AUs can enter into agreements on the BRP's behalf so they must agree that they are approved to do so and legally able to (18 years or older)
- 15. Multiple Choice
How could forgetting to send a One Time PIN before adding an Authorized User negatively impact our customer?
Unauthorized account changes
Unauthorized equipment orders
Interruption of service
- 16. Multiple Choice
Sales rep is calling to change a billing address.
Coordinate with your Supervisor.
Go ahead and change it
inform that you must speak to the customer. Don't change addresses if customer is unavailable.
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