Billing Day 1 (New)

Which of these are not considered PII ?

• Biometrics

• National ID Number

• hair color

• birthplace

What TWO things can you give a caller that is not authorized or authenticated?

• Customer account number

• Balance

• Due date

• Last payment made

What are the three objects that must be copied to the clipboard in SAP to allow you to access a customer's information?

• Premise

• Meter

• Service address

• Business Partner

What must we do to add an authorized person to the customer's account?

• Verify Name and date of birth

• Verify name and TDL/SSN

• Verify Name and address

• Verify name and mother's maiden name

If a customer cannot verify the password on their account, what do they need to do to access it?

• Ask the EA nicely

• Create a new account

• Take their valid ID to a walk in center

• Threaten to get the EA fired

What would we do if a customer reports a lost/stolen ID?

• Create /change the password on the account.

• Ask them where was the last place they saw it

• See if they can bring in other documents like a birth certificate to prove their identity

• nothing.

If a customer calls in and states she recently got married and needs to update her last name on the account, what should you do?

• Congratulate her and change the last name

• Congratulate her and verify that her ID has updated via the TDL tool in SAP, then if it has, change the name.

• Offer her your condolences and advise her to file for an annulment while there is still time.

• We cannot change the last name.

After creating a new mailing address for a change address, what must we do for it to take affect?

• Save it on the customer level

• Nothing, its good

• Fix it to the account on the contract level

What do we click to verify the mailing address?

• Contract account, edit

• Contract account, Display account

• Contract account, Display partner

• Contract account, display mailing address

True or false: We always verify the emergency contact number on the account.

• True

• False

• Do not know