X Caliber 4

What possible options can you do when Jisoo (non listed on the account) wants to know the details of their plan since she will be travelling abroad and wants to check for international service?

• Ask if she’s with the BRP so you can verify the account with the BRP. Then, advise to add her as an Authorized user so she can manage the account as well moving forward

• Ask if she’s with an authorized user so you can verify the account with her. Then, advise to add her as an authorized user so she can process changes moving forward.

• Treat the caller as non-authorized and advise of limited support.

• Direct the caller to go to the store and bring her ID with her for authentication.

Answer explanation

We can only direct the customer to the store if she's the BRP or Autorized caller who forgots the PIN/Passcode or SSN

Jennie, identified herself as the BRP but cant remember the PIN/Passcode. You routed to verify her through Alternate Verification process but she couldn’t provide the last 4 of her SSN. What options can you do next?

• inform her that we can no longer proceed with any transaction since she failed to provide the necessary information.

• Treat the caller as non-authorized and advise of limited support.

• Direct the caller to go to the store and bring her ID with her for authentication purposes.

• Firmly deny her of her request since she’s a possible fraudster.

Lisa (not listed on the account) provided the correct PIN/Passcode to the account and even knew the last 4 digits of the SSN associated to the account. How will you assist Lisa?

• Treat the caller as non-authorised and advise of limited support.

• Type in Lisa’s name under caller and enter the PIN/Passcode she provided so you can access the account.

• Ask if she’s with the BRP so you can verify the account with the BRP. Then, advise to add her as an Authorized user so she can manage the account as well moving forward.

• Ask if she’s with an authorized user so you can verify the account with her.

What actions that only the BRP can do?

• Mobile number changes

• Update PIN/Passcode

• Cancel a line/account

• Change of Responsibility

When can a customer be eligible for Payment Arrangement?

• So long as the account is delinquent

• Past due days is less than 30 days

• customer settles 31+ days balance

• When you are able to collect the 20% of the minimum payment to restore the service

How will you negotiate for Collection?

• Assume full BIF

• collect any amount so long as the account is Delinquent

• collect full past due balance

• collect 31+ days past due

FDP is an indicator when a customer’s PA is associated with a mode of payment. What instances can a customer be allowed to pay her PA through cash or pay the promised amount on the date promised according to her preference?

• When the past due balance is 0-15 days

• When the past due balance is below 16 days

• When the past due balance is less than 30 days

• When the customer settles the 31+ days past due

As per PA policy, we can no longer change or delete PA once the request is submitted. What instances, can we request to remove/modify customer’s existing PA?

• when an expert, mistakenly process the PA with the wrong amount within 24 hours

• when the customer was financially struggling and had been a loyal customer for 10 years

• when the customer mistakenly select the PA dates within 24 hours

• when there is a balance impacting adjusted recently made on the account

Rose’s account got suspended due to non-payment. What ways can you help Rose?

• advise her that we can set up PA for past due balance of less than 30 days

• collect for payments and advise her that the minimum payment to restore is with restore fees of $20/line

• attempt to collect the BIF. If the customer declined, collect for past due balance. If the customer still declines, collect any amount so long as the past due balance is less than 30 days. Then, advise the customer of the restore fees that will be included in her PA.

• advise her that we can set up PA for the past due balance of less than 30 days and she will be charged for $20 + tax per line for the cap of three lines

What will you do if the customer has 30+ days past due and can’t settle the minimum balance

• gently advise the customer of it’s impact towards the account such as possible suspension

• Advise the customer to pray for miracles

• request to adjust the minimum payment so the customer’s balance will go down to less than 30 days to make her eligible to set up PA

• be firm with your statements and be blunt with the customer about the process so she can no longer rebut