Basic Account Changes

Greeting should have everything except for

• Have TEX branding like using the word Expert

• Captivate the customer within the first 10 seconds

• Include a personal guarantee

• Show your willingness to help

Closing should include everything except for

• Include T-Mobile branding/ T-Mobile family

• Include a personal guarantee

• Show your willingness to help

Fraudsters will look for ways to make account changes that include, but are not limited to, the following except for

• Add/Change Customer PIN/Passcode

• Add/Remove Authorized User

• Change SIM Card

• Add a line

Information that can be used to identify, contact, or locate a person.

• CPNI

• PII

Data about customers' use of telecommunication services

• PII

• CPNI

the List are examples of CPNI

• call type,

• phone numbers,

• city and country called or texted,

• all of the above

What are some examples of CPNI and PII that we should NEVER release?

• Dealer codes

• Driver's license numbers

• Customer PIN/Passcodes

• all of the above

list of support you can offer unauthorized callers except for

• Technical troubleshooting allowed for non-verified callers.

• Accepting payments that are exempt from the payment support fee.

• Contacting BRP on Can Be Reached number to ask if they wish to add the caller as an Authorized User.

• add a line

Via the SIVR, customers can do these except for

• Verify the account Customer PIN/Passcode, if present

• Verify SSN or Tax ID, if Customer PIN/Passcode is not present

• Cancelling a line

If the customer has a social security number and a Customer PIN/Passcode on the account, what information do we need to verify?

• PIN

• PAsscode

• Pin and PAsscode