TEX PST DAY 9 (NH Redesign)

What causes a missing/misapplied payment?

• No account information listed on a payment mailed to the lockbox.

• Single mailed payment that was meant for two or more accounts

• Payment processed with incorrect or canceled mobile number

• The customer missed to process payment on the account

Customer is calling about a payment that has posted to their account they didn't make, and want it removed.

• Payment Dispute

• Credits Payment

• Unauthorized payment

• Payment Remover

According to the Payment support fee policy, why does T‑Mobile charge the $10.00 Payment Support Fee when calling Care or visiting a retail store?

• The $10 payment support fee covers the employee’s salary

• The $10 payment support fee covers T‑Mobile's operating expenses when a representative helps a customer over the phone with a payment/payment arrangement or when a customer visits a retail store to set up a payment arrangement.

• Just because we're Team of Experts

• None of the Above

What payment methods can be accepted if a customer makes a payment through Customer Care?

• Check, Credit Cand, Debit Cand

• Check, Credit Card, Debit Card

• PayPal

• Collateral

How long does it take for a mailed payment to post?

• up to 5 days from mail date

• up to 10 days from mail date

• up to 1 months from mail date

• up to 10 months from mail date

True or false: All accounts statuses are eligible for making payment arrangements.

• TRUE - They are all eligible for payment Arrangement

• FALSE - Only accounts in active, delinquent, or suspend are eligible. Cancelled status is eligible

• FALSE - Only accounts in active, delinquent, or suspend are eligible. Cancelled status is not eligible

What is a collection hold?

• A collection hold is used to avoid the account from being suspended and avoid the late payment fees for the customers

• A collection hold is used to prevent T-Mobile from moving to the next collection step in the collection treatment process when the customer’s balance is delinquent

• A collection hold is used to prevent a customer from moving to the next collection step in the collection treatment process when the customer’s balance is delinquent

• All of the above

What will happen to a collection hold that was placed outside of the valid reasons provided in C2?

• All invalid holds placed outside of policy will be removed by the Financial Care Offline team

• All invalid holds placed inside of policy will be removed by the Financial Care Offline team

• All valid holds placed inside of policy will be removed by the Financial Care Offline team

• All invalid holds placed outside of policy will not be removed by the Financial Care Offline team

These are the things we should not do or restrictions in setting up Payment Arrangement. Select all that apply

• Don't adjust the $10 payment support fee that is included in the PA, unless an approved scenario.

• Don't place temporary adjustments to make a customer eligible for a PA.

• Don't place a collection hold when a customer is not eligible for a PA.

• Don't place a collection hold when a customer is not eligible for a PA.

What are the account eligible for Payment Arrangement?

• Active

• Deliquent

• Ladexed

• All of the above