WorksheetsVerification
Total questions: 20
Worksheet time: 31mins
True or False. Ask for the caller's first and last name, you can't verify without both names.
True
False
An authorized caller is calling to a new feature on the account. During the verification, he forgot what's the PIN his sister (BRP) has set on the account. Select statement/s that are TRUE for this situation.
offer OTP and change PIN after
verify if the customer is calling from a TMObile Device
Ask for the account holder's last 4 of SSN
enter the caller's name immediately as unauthorized caller
___ is a 6-digit code sent to customers as secondary verification for sensitive account changes
PIN
PUK
SSN
OTP
Select the guidelines about PIN/PASSCODE that are true and correct
Never provide PIN/Passcode hints to customers.
Permissioned users should never bypass sending a notification of a PIN/Passcode update unless directed to do so by policy
Accounts activated or having address changes less than 30 days ago must receive the OTP by SMS
A text message is sent to the customer to verify the PIN.
When assisting a customer with unverified account for Troubleshooting, select the things that are ALLOWED with the customer.
Cancel location.
Troubleshooting includes fixing services/features that are already included on the account
Add a service/feature that is already present in Samson
Add a free service/feature (data or voicemail) only if account memos show evidence it should be included or was removed in error
provide a PUK code.
If customers have not provided an SSN or had it removed, the default SSN in our records is ____________ ?
1111
T-Mobile ID
Birth date
2022
True or false. Experts can offer limited supports for customer who are unable to verify the account with questions about plans, services, equipment, and costs that are not account-specific.
True
False
When Authorized caller provided a pin that doesn't match the system and was able to verify that the caller is calling from the verified T-Mobile phone, what's the next step ?
Ask for the last 4 digits of their SSN and verify.
Ask for the last 4 digits of their SSN and ask to change the PIN
Ask for last 4 digits of the account owner's SSN and verify
Ask for the last 4 digits of the BRPs SSN and ask to change the PIN
True or False. When updating PIN in Atlas or Samson, only the BRP can change or update it except for Business Account that allows authorized user/s to do so.
False
True
OTP is auto-populated for these actions. Select all that applies.
Change/Add billing account PIN/Passcode
SIM change
Release account number
Billing address change
These are the scenarios you are NOT allowed to request bypass for an account.
For experts on escalated calls
Follow-ups requiring account change
To allow full access for yourself or others outside of appropriate transactions below.
True or False. PIN/Passcode verification is no longer required, if ATLAS verified the customer as calling from their device
True
False
Things to do when a customer requests to remove PIN/PASSCODE. Select that applies.
Do not offer to remove a PIN/Passcode. (The system can't remove Customer PIN/Passcodes.)
Explain the benefits of a PIN/Passcode
Offer to help set up a secure PIN/Passcode with the customer by loggin in on their account through grand central to lessen the effort
Ralph is an Authorized User who cannot remember her password. Select which is appropriate for her situation.
Send him an OTP and reset the PIN
Ask for the BRPs SSN and send an OTP
we cannot update the PIN since it is only allowed for the BRP to do so. Offer limited support
Tips that you can share or email to your customers to Keep their account safe and to avoid themselves from scams
set up a unique account PIN/passcode for when you call in
Add an Authorized User to your account
Change online account passwords & security questions often
Set up a Primary Account Holder for My T-Mobile
Tokens expire after uses or _ minutes, whichever comes first.
5, 20
5, 30
1, 30
1, 20
True or False. Only BRPs and Authorized users can verify OTPs
True
False
Select the benefits of Biometrics Verification
Customers do not have to memorize their PIN or Passcode.
Biometric verification is more secure than text or email one-time PIN delivery.
Completing biometric verification is much quicker than verifying someone who's forgotten their PIN or Passcode.
The billing responsible party (BRP) does not have to share their PIN / Passcode with authorized users on their account.
True or False. Tokens doesn't allow you to copy and paste that token into the other tool
True
False
True or False. Any callers, including unauthorized users, can suspend a line for a lost/stolen device.
True
Maybe
False
