Verification Review

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.

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

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

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

A customer calls and says they want to change a SIM card.

Who is authorized to make the change?

• The Billing Responsible Party (BRP)

• An Authorized User (AU)

• The Primary Account Holder (PAH)

When is customer information vulnerable to a One Time PIN?

• After a fraudulent SIM swap

• When sent to an Authorized User

• When setting up a Payment Arrangement

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

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

"Please help!" a customer says to you. "I had trouble remembering the SIM PIN on my phone, and I guess I entered the phone's SIM PIN incorrectly too many times. Now my phone is locked!"

How should you help this customer?

• Find the PUK code in the customer's billing records

• Generate a SIM PIN 1 code

• Generate a SIM PIN 2 code

• Find the PUK 2 code in the customer's billing records

A customer changes their mobile number.

When would a change fee appear on the next month's billing statement?

• When the change is future-dated

• When all such fees are posted to the account for billing

• When the payment will be made by credit card

• When the customer requests a vanity or custom number