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WorksheetsDay 2 - Account Verification
Total questions: 10
Worksheet time: 46mins
When a caller’s name doesn’t match the Billing name (BRP) or Authorized User(s), treat them as:
Authorized or unable to verify
Verified customer
Unauthorized or unable to verify
Normal person
If the callers first and last name match the Billing Responsible Party (BRP) on the account,
click the BRP checkbox and follow normal verification steps available by system for QuikView, or Samson
click the BRP checkbox and follow normal verification steps available by system for QuikView, Remedy, Grand Central or Samson
click the BRP checkbox and follow normal verification steps available by system for QuikView, Grand Central or Samson
If the callers first and last name match the ________________ on the account, click the AU checkbox, and follow normal verification steps available by system for QuikView or Samson
Authorized User
Verification
Unauthorized User
How many failed verification attempts before an error message appears on the account?
2
4
5
7
What is the 1st step after an error message appear due to failed verification?
Send one time pin
Give other option
Close the message
Advise the customer about failed verification
BRP can't verify SSN: (provide steps , select all that apply)
Refer BRP to a T-Mobile retail store with government-issued photo ID to set up a Customer PIN/Passcode
If SSN update is needed, advise to bring SSN card (front & back) and proof of address (utility bill, bank statement).
Send One time pin
Follow Unauthorized or unable to verify for account support
BRP claims to be a minor (select all that apply)
Verify customer's contact number
Inform that Fraud Management will contact them once documents are received
Ask them to fax copies of their birth certificate and gov.-issued photo ID with a cover letter (include mobile or account number and fax reason) to Fraud Management at 1-813-353-6262
Memo account that the customer claims to be underage
What are the 1st options we can offer or provide for Unauthorized or unable to verify customers? (select all that apply)
Offer to provide the customer with limited support
Direct to MyT-Mobile or App for self-service options (IVR will not allow self-service for unverified callers)
Send one Time Pin
Refer BRP to a T-Mobile retail store with government-issued photo ID to set up a Customer PIN/Passcode. Refer to Billing name, SSN, & birth date changes if other account changes are needed
A One Time PIN (OTP) is a __ digit code sent to customers as secondary verification for sensitive account changes
3
4
5
6
__________ take a screenshot of the steps you’ve taken in an account to complete verification and validate One Time PINs (OTP
One Time PIN
Token
Verification Recorder
Snipping Tool
IVR
