TRUE or FALSE. We have to skip PIN/PASSCODE if we can send OTP and the last four of SSN.

• TRUE

• FALSE

Answer explanation

Let's proceed with PIN/PASSCODE, and not directly to OTP and last four of SSN if not directed by the policy.

We can verify the customer's account without asking their First and Last name.

• TRUE

• FALSE

• ask as assistance with supervisor to BYPASS

Answer explanation

YOU SHOULD NOT VERIFY THE ACCOUNT IF YOU HAVEN'T VERY I YOU'RE SPEAKING WITH BRP OR AU.

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.

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.

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.

Customer PIN/Passcodes (now including Rebellion) must be a combination of 6-15 sequential numbers.

• TRUE

• FALSE

Answer explanation

It should be non-sequential numbers.

Never provide PIN/Passcode hints to customers.

• TRUE

• FALSE

• Coordinate with your Supervisor.

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

How long do Verification Tokens last?

• 2 hours and 2 mins

• 5 days

• 5 times and expire after 30 minutes.

• 20 mins

Tokens allow you to copy and paste that token into the other tools.

• TRUE

• FALSE

• Ask your Supervisor for Verification Token