A customer contacts you to find out more about their account. Which months did they fail to make the payment arrangement?

October, November, December, March, and May

January, February, April, and June

There is no past due balance, so there were no failed payment arrangements.

Before you can consider a payment missing, what requirement must be met?

The payment has cleared the customer's bank or credit card account.

The payment was for equipment or accessory purchases in HSO or My T‑Mobile.

The payment was for a prepaid refill card.

A My T-Mobile/T-Mobile App payment memo shows "Auth", but no separate payment memo is listed.

In most cases, how many days does it take a customer’s financial institution to release held funds?

Three business days depending on the financial institutions policy

Upon receipt of request for funds

Bank account information cannot always be given proactively when talking with a customer. In which situation can you offer this information to a customer paying by ECP?

If only one account is stored in the system

If any account information is stored in the system

Whenever a customer doesn't know their account information

Your customer did not pay the first installment in full. Which C2 document will inform you if they can pay the remaining balance on the 2nd installment?

Missing and Misapplied Payments

Which accounts can receive calls and texts but cannot send them?

Ones that are marked as Ladexed

Ones that are marked as Suspended

Ones that are marked as Canceled

"I want to make a payment," your customer tells you. "Every time I try to use the automated system to make a payment, I have the same difficulties." Which of these is the best response to help this customer solve the problem?

"I'd be glad to help you set up AutoPay or other self-help services."

"I'd be glad to take your payment right now."

"I'd be glad to take your payment, but there is a support fee if I help you."

Your customer has an EIP, and their account is suspended. They contact you to ask for details. What happens to the EIP on a customer's suspended account?

T-Mobile bills the EIP as usual

T-Mobile sends the account out for collection

Which statement is true about the difference between a refund and a credit?

A refund means money is paid to a customer.

A refund reduces a customer's account balance without a payment.

A credit means money is paid to a customer.

A credit means a customer has a negative account balance.

Sam's account was suspended during an overseas trip. Sam is worried because there's a great need to continue to make international calls from overseas. Sam is already on a Simple Global Plan. What should you do?

Inform the customer that service can be restored after paying 25% of the spending balance.

Rerate the account and add a roaming blocking feature to Sam's account.

Review other plan options with the customer.

A traveling customer has received their first SMS bill shock message and is calling from Italy to avoid account suspension. Why do you need to use the correct HBTM memo code?

To ensure the account does not continue to suspension status

To ensure roaming is blocked to avoid additional charges

To restore the account from suspension

Even though HPP eligibility is determined by Samson, there are plenty of eligibility requirements to look over before offering a HPP as a last resort payment arrangement type. What sort of requirements for eligibility would you look for during a visual audit of the account?

Must be more than $500 but less than $2000 and be able to put down at least 20% of the past due balance as a minimum down payment, 6 months tenure and have participated in our "Pledge hold" offers MEDHLD/MEDHD2

Must be more than $400 but less than $4000, must pay 15% down, 60 months tenure with at least 4 payments posted successfully and no returned payments

No PA, 35% down payment, must be more than $200 but less than $4000, 24 months of tenure, no prior late payments, two installments, and can be set up anytime.

A customer asks you to stop an ECP that was made yesterday. Why do you have to tell them you’re unable to do this?

Because ECP payments are immediately submitted to the customer's bank

Because ECP payments are irreversible

Because T-Mobile is unable to identify the account from which the payment will be made

A customer contacts you to ask what their current balance is and if they can apply for a new service. You pull up their account: (Image) What should you tell the customer?

"Currently, your balance is $0.00. I would be delighted to assist you in applying for new service."

"Your current balance is $675.40. You will have to pay that full amount today in order to be eligible for new service."

"Your balance is currently $0.00, but you are unfortunately not eligible for new service right now."

Your customer got a letter in the mail about collections for an account in their late mother's name. They ask you why they are getting collection letters. Sadly, their mother died a while ago, and she called T-Mobile to report it. The account was canceled after the funeral. What should you tell the customer?

"I'm so sorry to hear about your mother's passing. The letter was sent before the account was canceled, you can disregard the letter."

"I'm so sorry for your loss, but you'll have to call the collections agency to resolve this."

"I'm sorry for your loss, Mia. I would be happy to help you set up a payment arrangement."

Your customer Jasmine contacts T-Mobile to establish a payment arrangement and wants to avoid the payment support fee. Which self-help options are available to Jasmine?

T-Mobile App, AutoPay, MyT-Mobile, SIVR

Amelia contacts T-Mobile and asks for a credit for the outstanding balance on her account. She says she canceled the account because she has no coverage at home. What can you do to solve Amelia's concern?

Advise her to go to the collection agency

Talk her through setting up a Payment Arrangement

You are developing a personal action plan to help customers avoid high balance situations. On your checklist for each interaction is determining if customers would benefit from the Stateside International feature or Simple Global. The customer on the phone right now could have used your help earlier! They are traveling internationally and contacting us because their service was suspended due to high balance. They would benefit from Simple Global. You restore using HBLT code, and you need to remember when to backdate the change but you recall two ways to do it. Which of the following is correct?

Magenta Voice with Simple Global—backdate to the start of the bill cycle.

Stateside International—backdate to the start of the bill cycle.

Simple Global—backdate to cover the overage.

PAYMENT & PAYMENT ARRANGEMENT REVIEW

Professional Development

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35 Qs

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PAYMENT & PAYMENT ARRANGEMENT REVIEW

Quiz

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Professional Development

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Professional Development

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Practice Problem

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Medium

Terence Trollz

Used 19+ times

FREE Resource

35 questions

Show all answers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which customers contact us at 17 times the rate of other customers?

Customers requesting the deletion of a payment arrangement

Customers requesting payment support

Customers requesting EIP Payments & EIP Payment Payoff support

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Where do you identify that a customer is suspended for high balance?

Samson or ATLAS

Samson only

ATLAS only

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which issue might result in a collection hold?

Billing dispute

Payment arrangement

EIP balance

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

There are a variety of payment options to be found on the Eligibility Matrix.

How can you decide which options are open to a customer?

Account status and days past due

Customer tenure and amount past due

Payment history and Existing Payment Arrangements

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Review the details of this suspended account:

# Lines: 2
Past due amount (20 days): $100

The customer who has this account says, "I want to make a payment arrangement so I can get my service back."

How much will this customer's payment arrangement cost?

$150.00 plus any applicable taxes

$130.00 plus any applicable taxes

A flat fee of $20.00 with no taxes owed

A flat fee of $50.00 with no taxes owed

A flat fee of $100.00 with no taxes owed

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Our goals are to make sure our customers:

Have the rate plan that best matches their needs.
Know how much they'll be charged for that plan.

Why is this beneficial for our customers?

They want to make sure their balances do not get too high.

They worry about payments not showing up or being credited to the wrong account.

They want to know what will happen if they ask us to resolve an issue.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.

What should you do?

Inform the customer when the refund will process.

Submit a Payment Refund Form.

Tell the customer no refund can be provided.

Offer to apply the $40 to future purchases.

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PAYMENT & PAYMENT ARRANGEMENT REVIEW

35 questions

Which customers contact us at 17 times the rate of other customers?

Where do you identify that a customer is suspended for high balance?

Which issue might result in a collection hold?

There are a variety of payment options to be found on the Eligibility Matrix.

How can you decide which options are open to a customer?

Review the details of this suspended account:

# Lines: 2
Past due amount (20 days): $100

The customer who has this account says, "I want to make a payment arrangement so I can get my service back."

How much will this customer's payment arrangement cost?

Our goals are to make sure our customers:

Have the rate plan that best matches their needs.
Know how much they'll be charged for that plan.

Why is this beneficial for our customers?

A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.

What should you do?

What is the tenure requirement for our Hardship Payment Program?

A customer contacts you to find out more about their account.

Which months did they fail to make the payment arrangement?

Which C2 document can help you determine your customers' options based on their account status and how many days they are past due?

Create a free account and access millions of resources

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development

PAYMENT & PAYMENT ARRANGEMENT REVIEW

35 questions

Which customers contact us at 17 times the rate of other customers?

Where do you identify that a customer is suspended for high balance?

Which issue might result in a collection hold?

There are a variety of payment options to be found on the Eligibility Matrix. How can you decide which options are open to a customer?

Review the details of this suspended account:# Lines: 2Past due amount (20 days): $100The customer who has this account says, "I want to make a payment arrangement so I can get my service back."How much will this customer's payment arrangement cost?

Our goals are to make sure our customers:Have the rate plan that best matches their needs.Know how much they'll be charged for that plan.Why is this beneficial for our customers?

A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.What should you do?

What is the tenure requirement for our Hardship Payment Program?

A customer contacts you to find out more about their account.Which months did they fail to make the payment arrangement?

Which C2 document can help you determine your customers' options based on their account status and how many days they are past due?

Create a free account and access millions of resources

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development

There are a variety of payment options to be found on the Eligibility Matrix.

How can you decide which options are open to a customer?

Review the details of this suspended account:

# Lines: 2
Past due amount (20 days): $100

The customer who has this account says, "I want to make a payment arrangement so I can get my service back."

How much will this customer's payment arrangement cost?

Our goals are to make sure our customers:

Have the rate plan that best matches their needs.
Know how much they'll be charged for that plan.

Why is this beneficial for our customers?

A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.

What should you do?

A customer contacts you to find out more about their account.

Which months did they fail to make the payment arrangement?