Billing CJ 2 Debrief

Shaley's customer needs help with the latest iPhone promotion. They submitted their rebate four weeks ago but have not received the payment yet. What should Shaley do?

• Review the customer's submission in the Promo Tool to view the latest status updates and details.

• Review the customer's submission in the Order Tool to view the latest status updates and details.

Marquise's customer states they never received their rebate they submitted over 2 months ago. Marquise does some digging in the Promo Tool and sees that the customer's submission was approved 3 weeks ago so they should have received their payment by now. What steps should Marquise take to resolve this issue?

• Since more than 15 days have passed since the rebate was approved and the customer hasn't received it, the customer should ask for a manager and ask for a larger amount of credit.

• Since more than 15 days have passed since the rebate was approved and the customer hasn't received it, Marquise should not believe the customer because it is impossible that s/he haven't received it yet and then engage their Leadership to have the card reissued.

• Since more than 15 days have passed since the rebate was approved and the customer hasn't received it, Marquise should confirm the customer's billing address in Atlas and then engage their Leadership to have the card reissued.

Alicia's customer is having trouble submitting their rebate online. After asking some probing questions and reviewing the account, Alicia determines the customer does not meet the eligibility requirements for the offer. What should Alicia do?

• "Own the No" with her customer by telling the customer what the process is and that we can't do anything about it

• "Own the No" with her customer by educating them on how the rebate process works and setting proper expectations.

• "Own the Yes" apologize for the inconvenience and then, provide the rebate as a lump-some credit on the customers account.

Tiesha's customer needs help with a Samsung rebate promotion. The promotion has been active for 2 weeks, and the customer was under the impression that they would automatically be enrolled in the promotion. What should Tiesha do?

• After checking the latest updates page in C2 to ensure the customer qualifies for the offer and has the correct promo code, walk them through the online submission at www.t-mobile.com/payments

• After checking the offer page in C2 to ensure the customer qualifies for the offer and has the correct promo code, engage with your leadership for the escalation so we can lessen the customer's effort.

• After checking the offer page in C2 to ensure the customer qualifies for the offer and has the correct promo code, walk them through the online submission at www.t-mobile.com/promotions.

Kesha's customer forgot to submit their rebate online. Kesha determines her customer qualifies for the promotion, but it's been 20 days since the promotion ended. How can Kesha help this customer?

• After verifying the customer meets the eligibility requirements for the offer and ensuring they have the correct promo code, walk the customer through submitting their rebate online.

• After verifying the customer meets the eligibility requirements for the offer and ensuring they have the correct promo code, advise the customer to visit the nearest T-Mobile store and provide a valid photo ID for verification

• After verifying the customer meets the eligibility requirements for the offer and ensuring they have the correct promo code, walk the customer through submitting their rebate by transferring them to our Care department

Kamron's customer would like to know the status of their rebate submission. It turns out the rebate was denied because the customer was not on the correct rate plan to be eligible for the promotion and the promotion ended 35 days ago. The customer states they did everything they were supposed to do, including asking that their rate plan be changed and that this was T‑Mobile error. What should Kamron do in this situation?

• Kamron should tell the customer to reach out to our Escalations department and file a report there for the promotion that she's not able to receive.

• Kamron should share the account details to his co-worker to have them review and determine if we should force-pay the rebate to the customer before checking the next step.

• Kamron should escalate this account to her Leadership to have them review and determine if we should force-pay the rebate to the customer.

Arjun's customer is trying to submit a rebate for a promotion that is older than 90 days and is having some trouble. Since the promotion is older than 90 days, a rebate card is no longer available. How should Arjun handle this situation?

• Arjun should "Own the No" by educating the customer on how our rebate process works and why we are unable to submit a rebate for an expired promotion OR work with her Leadership to determine a site-level resolution for this customer if applicable. She should NOT transfer the customer to Rebate Care.

• Arjun should "Own the No" by educating the customer on how our rebate process works and why we are unable to submit a rebate for an expired promotion OR work with her Leadership to determine a site-level resolution for this customer if applicable. She should transfer the customer to Rebate Care.

• Arjun should "Own the Yes" and educate the customer on how our rebate process works and why we are unable to submit a rebate for an expired promotion and transfer the customer to Rebate Care.

True or False: Automatic Bill credits are prorated if the customers MRC is prorated.

• True: Automatic Bill Credits should always be prorated

• False: Automatic Bill Credits are not prorated

Automatic Bill Credit Offers fall into what two types? SELECT ALL THAT APPLY

• Bill credits driven by a $0.00 promotional SOC.

• Bill credits driven solely by rate plan/feature choice, such as the Mobile Broadband auto discounts.

• Bill credits driven by rate plan/feature choice, such as the Mobile Broadband auto discounts.

A customer contacts T‑Mobile because they previously received bill credits but are no longer receiving the credits. What steps would you take to resolve this issue?

• Tell the customer that they received the credits due to an error and charge the amount that's been credited previously on the account.

• Determine which type of bill credit the customer is expecting such as if it is a device, free line, or port-in credit, etc.

• Provide the credit, the customer was receiving it before anyways.