WorksheetsStatus Calls - Assessment
Total questions: 40
Worksheet time: 9hrs 17mins
When a T-Mobile customer calls back to check the status of their claim, what security information do we need the customer to validate?
PIN/Passcode
Assurant Verification Code
Last 4 of SSN
Any of the above
When you receive a status call, what information can be used to assist with resolving the customer’s issue?
Open Issues along with the information provided by the customer
Open issues and the notes already in the claim
Notes in the claim, open issues and the information provided by the customer
Notes in the claim along with the information provided by the customer
Open issues along with the information provided by the customer
For status calls, what section of the Search screen will display any “Open” or “Pending” claims?
Existing Callers
Existing Claims
The Search screen does not show this information
Existing IVR Claim
If a customer calls back after filing a Mechanical Breakdown claim earlier in the day to provide an incident because the store examined the phone and referred the customer to call us back, you should?
Add the new information to the denied claim and leave the claim denied.
Close the claim for wrong type of loss and open a new claim for accidental physical damaged.
Call the Escalation queue
Correct the description of loss and re-open the claim
A customer is calling back to request tracking information on an Authorized claim. How can you get the tracking information on the phone we shipped out? Select all that apply.
The Escalation queue
cWork
Tracking button on the Authorization under Claim Summary screen in ePrism
Claims website
Where can you look to find out if we received a customer’s defective unit back at the Device Care Center (Also known as DCC)?
Warehouse button on the Authorization screen
Tracking button on the Authorization screen
Search Screen
All of the above
If the customer is calling back to cancel an existing claim, what caller log reason should you select when exiting the claim?
Claims Status – Canceling a Claim
Claims Status – Paperwork Status Inquiry
Claims Status – Fee Deductible Inquiry
Claims Status – Reopening a Claim
If a customer is calling back to check the status of a claim that required a Sworn Proof of Loss, what screen in ePrism would you go to see if it was received and/or processed?
Search screen
Fulfillment screen
Authorization Summary screen
Claim Issues screen
For a Physical Damage claim on an Apple device, what additional instructions should you provide?
Disable FMIP
Disable iCloud
Disable the feature
None of the above
What are you required to include in your notes for a status call?
If the customer was satisfied with the outcome of their claim
Why the customer called, what was done to assist the customer, and what the customer was advised
The status of the claim
Notes are never required on a status call
If a Postpaid T-Mobile customer calls 7 days after receiving a new replacement unit, and says T-Mobile is unable to activate the replacement on their network, you should…
File a new claim
Approve the exchange
Advise the customer to contact the manufacturer
Refer to the carrier
How should you assist the caller if a Postpaid T-Mobile customer with AppleCare coverage warranty receives a refurbished defective replacement iPhone with a mechanical issue 2 months ago?
File a new claim
Transfer to AppleCare
Refer to the carrier
Approve the exchange
If a T-Mobile customer calls to report their refurbished replacement phone has mechanically failed two months after receiving it, how should you handle the call
File a new claim
Refer the caller back to their carrier
Advise the customer to contact the manufacturer
Approve the exchange
When entering a status claim, what screen does ePrism take you to after the Customer Validation screen?
Insured screen
Authorization screen
Fulfillment screen
Claims Summary screen
If a T-Mobile customer is calling back to ask why their claim was not covered, after validating security information and getting into the claim, what two things would you need to verify and confirm with the customer if the claim was denied for a rejected Model Verification? Select all that apply.
Date of loss
Claimed make/model/ GB
Discuss the FMiP status on the Claimed Equipment screen
Ask the customer if anything in the claim needs to be updated
A customer calls back, stating that they found their claimed phone and needs to cancel the authorized claim. There is no shipping information showing in ePrism yet, what template would you use to stop the shipment?
Void Request
Authorization Void Delay
Equipment Conflict
Tracer
What time frame should you quote for the tracer to be completed, if the package was sent with UPS and the customer didn't receive it?
2 - 3 business days
5-7 business days
5 days
5 business days
2-3 business days
If the customer locates their claimed device that was previously reported as lost, they must notify us within ________________ to receive a deductible reimbursement and cancel their Authorized claim.
21 days
90 days
10 days
14 days
If a customer calls to report they received an empty UPS package, what would you submit and what time frame would you advise the customer?
Open Tracer issue and advise 5 days timeframe.
Tracer template and advise 5-7 business days
Escalate the call, no need to submit anything
Submit a Tracer template if the customer did not sign for the package and advise 10-14 days
How long does a T-Mobile customers have to report a mechanical breakdown issue they have with a refurbished defective replacement phone?
90 days
30 days
5 business days
180 days
A customer calls back after filing an incomplete EZPass to check the status of their claim and you notice that the Date of Birth (DOB) field is blank, you should…
Ask for their Date of Birth and enter it into ePrism
Ask for the account holders Date of Birth and enter it into ePrism
In the DOB field type in “NA”
Do no ask for the Date of Birth, leave the field blank and continue with the call
A Postpaid T-Mobile customer calls with a mechanical issue four months after receiving a refurbished Samsung replacement device, you should…
File a new claim; inform customer to return the phone to CWork
Refer the caller back to their carrier
Advise the customer to contact the manufacturer
Transfer to a EST
A Postpaid T-Mobile customer calls 185 days after receiving a charge for not returning their claimed damaged phone. How should you handle the call?
Contact the carrier to request the fee be waived on behalf of the customer
Transfer the caller to your supervisor for further assistance
Submit a Deductible Reimbursement - After Hours Inquiry
Advise customer that fees are valid
How long does it take for a customer to receive deductible reimbursement to their credit card?
14 days
10 business days
10 - 14 business days
1-2 business days
If the claim has been denied due to a rejected Model Verification and the customer indicates that the date of loss is incorrect, you would
Reopen the claim and change the make/model
Reopen the claim and reopen the MV
Inform the customer that the claim is not able to be covered and refer to T-Mobile for additional options
Reopen the claim and close it for wrong DOL; then refile the claim under the new DOL
What options do we have to send the RSL to the customer?
Email only
SMS only
Email & SMS
Phone
What should you advise the customer of if they need to submit their ID?
There is a review of 24 hours on your claim
Submit it through contact us
Advise of the POL
You are getting someone on the line who can help them and Escalate the call
On what screen in ePrism can you request a return shipping label?
Claim Issues screen
Claim Summary screen
Fulfillment screen
Authorization Screen
What can you do if a customer calls back and informs you that they are not happy with the repair?
Void and Reauthorize the claim
Advise they have a 1 year warranty from CPR or 90 day warranty if done with one of our other repair stores
Transfer to Escalations, if the customer is still experiencing issues
Call question queue to have a Team Lead process the request
If you need to refile a claim for wrong date of loss; mobile number; lost type, or duplicate claim, you should:
Note the claim number of new claim in the original claim, likewise, the claim number of the original claim should be noted in the new claim
Only note the new claim number in the original claim
Only note the original claim with the new claim number
Noting the claim is not required
If the customer is calling back to provide their IMEI number from their damaged phone, what is the name of the field on claimed equipment screen where this information gets entered?
Account Number
Serial Number
Phone Number
ESN
If a DedPay call comes in and the customer states they just finished talking to another agent. You should validate the customer and move to the Authorization Summary screen to take the payment via Eckoh or manually. What note should you enter in the claim?
Collected deductible payment. Transfer the customer to the Closing Message and Survey.
No note required / IVR
IVR failed / Closing Message and Survey
Payment was taken manually / Survey only
After validating a customer on a Pending Approval call, what’s the next question you need to ask?
Have you turned off the FMiP application?
Does anything in the claim need to be updated?
What is your email address?
None of the above
How do we validate a customer with no enrollment on a status call?
PIN
Billing Address & PIN
OTP
All are correct
If a customer doesn’t return the claimed device, they will be charged the non-return fee after how many days from shipment?
45 days
90 days
24-48 hours
10-14 business days
If a customer calls to find out if their POL has been processed and we do not show that it has been received, what should you advise the customer to do?
Advise the customer to call back to check tomorrow
Advise the customer to monitor the status of their claim on our website.
Suggest they need to resubmit it again.
If the Caller Log window doesn’t appear, why can’t you just hit the ePrism button to get out of the claim?
Because selecting the correct Caller Log reason ensures accurate information is captured and reported
The system won’t let you
ePrism will crash if you do that
What is not allowed with JUMP! if it is PD Claim?
Keep the claimed phone along with their upgrade
JUMP! a tablet
JUMP! at any time they’re eligible
Can only JUMP! if their EIP is at least 50% paid
A customer calls to report they never received their replacement device. You check to see if the replacement was sent only to find that it was delivered to an incorrect address. You should…
Change the address on the Fulfillment screen and re-send.
Call the courier to change the address and re-deliver.
Advise the customer to contact T-Mobile
Escalate the call.
When a customer changes their mind and wants to have a like-for-like phone instead of the JUMP! what void reason do you use?
Cancel an Authorized Claim
Authorization Sent in Error
Shipping Issue/Error
Customer Cancelled Claim
