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As per Payment Arrangements policy, how days past due can a customer be eligible to set up Payment Arrangement?

• 60+ days

• 31+ days

• 30 days or less

• 90+ days

Answer explanation

If the account has a past due balance more than 30 days, a 1-time payment is required to bring the past due balance to 30 days or less before you can set up an arrangement for the remaining amount owed.

As per Payment Arrangements policy with active/open PA status, how many days past due will the system require FDP?

• 0-15 days

• 16-30 days

• 31+ days

• 60+ days

How can a customer be eligible to set up PA when past due balance is more than 30 days?

• customer needs to settle the 20% of the entire balance on the first installment and the remainder on the 2nd installment

• customer can set up PA according to the dates available

• customer must pay 20% of the entire balance

• Customers must pay the past due balance in the 31-60, 61-90, and 91+ buckets

Answer explanation

Customers must pay the past due balance in the 31-60, 61-90, and 91+ buckets to be eligible for a payment arrangement.

As per PA policy, when the account got suspended due to non-payment, the customer must

• pay the entire balance

• must pay upfront the $20 restore fee with the cap of 3 lines

• must pay upfront the $20 restore fee/line

• must pay upfront for $20 restore fee

Answer explanation

A $20 restore fee per line with a cap of 3 lines, payment support fee, and taxes will be included in the installment(s) if your account is suspended (including ladex) for non-payment.

What will happen when the customer requests to remove the FDP on a PA that was set up to restore the services?

• service will be suspended if a new payment method is not put on file

• customer can change the FDP within 24 hours

• the full past due balance must be paid in order to restore the services

• payment arrangement will remain in place

Answer explanation

If the customer requests to remove an existing FDP on a PA that set up to restore services:

Tell the customer that removal of the FDP will cause the services to be re-suspended. Offer to edit the payment method if the customer indicates that they want to keep the existing PA but update the FDP information.

If the customer is unwilling or unable to provide a new payment method to secure the PA, advise the customer that the payment arrangement may remain in place, however services will only be restored once a payment for the full past due balance is received.

Customers who remove the required FDP in self-serve are alerted of possible suspension of service PRIOR to removal.

If the customer calls in requesting to restore service, tell them that the FDP MUST be added back to the payment arrangement, or the full past due balance must be paid first in order to restore the services.

Restoral fees can ONLY be waived if the customer calls in same day to add the FDP back to the arrangement.

As per Payment Arrangement policy, will happen when the account was cancelled due to non-payment?

• Accounts canceled for non-payment, and then restored will be charged a $20 restore fee per line plus taxes with a cap of 3 lines, due at time of payment

• Canceled accounts are eligible for PA

• When an account is canceled and has a past due balance the account can be sent to write-off at any time.

• Canceled accounts are not eligible for PA

Answer explanation

Canceled accounts are not eligible for PA.

PAs set up prior to an account canceling will remain active if they pay the installments by the due date.

Accounts canceled for non-payment, and then restored will be charged a $20 restore fee per line plus taxes with a cap of 3 lines, due at time of payment.

When an account is canceled and has a past due balance the account can be sent to write-off at any time.

Connect, Collect, Protect is a flow when your customer says their financial situation has changed and they need extra time to pay or need a solution to make their account more affordable. How will you negotiate payment or PA option?

• Solicit amount that is more than 30 days

• Assume BIF

• Acknowledge any concerns and show empathy for their situation

• Solicit for the FULL past due balance

In Connect, Collect, Protect procedure, how can you protect customer's service?

• advise them of their options and make any needed changes based on your visual audit findings

• Probe to determine what is causing the payment problem.

• Remind customers that self-help options are available for payments and payment arrangements while the account is active or suspended.

• set the customer up for success by right fitting their account to their needs

As per Collection Hold policy, what code will you use when the customer was experiencing Disaster or Natural calamities

• CR

• WEATHR

• BLDISP

• BCERR

What is true with 1PLSALL rate plan?

• 3-8 Lines:

• 20 GB 4G LTE Smartphone Mobile Hotspot

• Netflix On Us (2+ lines)

• $30 Each AAL with AutoPay / $35 Each AAL Regular