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WorksheetsVerification
Total questions: 15
Worksheet time: 20mins
"I need to change my mobile number...again. This is the third time this month."
"I'm so glad you reached out to us so we can resolve this once and for all! What seems to be the problem?"
"Certainly. There's a $15 change fee. Would you like to use your Visa to make the payment?"
"I'm happy to make that change."
A customer is an Authorized User on their family's account. When would you send them a One Time PIN?
If they want to create a PIN/Passcode
If they want to change the PIN/Passcode
If they forgot the PIN/Passcode
An Assurant agent contacts us on behalf of the customer. They ask you to provide their address so they can match it to their data. What should you do?
Decline the request.
Ask them for the customer's PIN/Passcode.
Check to see if they are the BRP on the account.
A customer wants to discuss their plan. You ask them for their PIN/Passcode. They respond: "It's one of my kid's names. Can you give me the first letter?"
"To ensure your account is secure, your PIN/Passcode is masked so I can't see it."
"I can't. Can you tell me your Social Security Number?"
"I'm sorry. You'll have to contact us again once you know the passcode."
Some postpaid accounts do not have SSNs associated with the account. How should you verify these accounts in ATLAS?
Use OTP procedures and Enter 1111 as the last four digits of the SSN
Use OTP or biometric verification procedures.
A customer says they are the owner on their account.
Which tab in the Samson verification widget should you use to verify them?
Caller
Dealer
Verification
A customer contacts T-Mobile to change their plan. You're able to fully verify their account. You are working with the BRP.
They begin to ask you about information in the account.
What can you disclose to your customer?
Call & texting detail, including numbers called, dates & times, etc.
The PIN or Passcode.
Mobile number associated with verified account
How can you send a One Time PIN (OTP) to full-suspended, or canceled accounts?
Via a T‑Mobile ID or paperless billing email address.
Via SMS to the line the customer is using to contact T-Mobile.
These accounts cannot receive OTPs.
Your customer is an Authorized User who cannot remember their password.
What must a customer verify in order to reset it?
Authorized Users cannot reset passwords.
Name. The last four digits of his SSN or Tax ID. The OTP (if needed).
Full SSN. A 6-15 digit PIN. The name of the BRP.
Your customer is a BRP who cannot remember their password.
What must they verify in order to reset it?
Name and a 6-15 digit PIN.
Full SSN. A 6-15 digit PIN. The names of authorized users.
The last four digits of their SSN or Tax ID. The OTP (if applicable). Biometric Verification using fingerprint or face recognition. (eligible accounts only)
When would we require an OTP as a second point of validation?
Before a SIM change
To allow an Authorized User to reset a password
Before adding a second BRP
What if a customer cannot verify an OTP?
Bypass the account.
Advise them to go to a retail location.
Give them a password hint.
When would you need to create a second token?
Before sending a One-Time PIN (OTP)
To access a different mobile number in another system
15 minutes after creating the first token
Why can't a customer use a P.O. box as a billing address?
The address is used to verify the customer's identity.
So the account is taxed as required by law.
We can't ship devices to P.O. boxes.
What is a CBR number?
The customer's T-Mobile number.
A number owned by another mobile carrier.
A landline, toll-free, or T-Mobile number.
