Verification

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 that applies and 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

• Token Code

• PIN/Passcode

• OTP

• SOC Code

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.

• Provide the Pin/Passcode to Unauthorized person

• • Accounts activated or having address changes less than 30 days ago must receive the OTP by SMS.

When a customer is changing to a new PIN/PASSCODE, what should NOT be part of their new PIN?

• • Beginning or end of the mobile number

• • Social Security number

• • Repeating (such as 4444)

• • DOB

• • non-sequential

When assisting a customer with unverified account for Troubleshooting, select the things that are ALLOWED with the customer.

• • Add a service/feature that is already present in Samson

• • Troubleshooting includes fixing services/features that are already included on the account

• • provide a PUK code.

• • Add a free service/feature (data or voicemail) only if account memos show evidence it should be included or was removed in error

If customers have not provided an SSN or had it removed, the default SSN in our records is

• Customer DOB

• Customer Driver's License

• Customer last Phone Number

• 111-11-1111

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.

• FALSE

• TRUE

When Authorized caller provided a pin that doesnt match the system and was able to verified that the caller is calling from the verified T-Mobile phone, what's the next step?

• Ask for the DOB then verify

• Ask for the Address then verify

• Ask for the Whole Social Security Number then verify

• Ask for last 4 digits of the account owner's SSN and click verify

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.

• TRUE

• FALSE

OTP is autopopulated for these actions. Select all that applies.

• • Release account number***

• • Billing address change

• • Change/Add billing account PIN/Passcode

• • SIM change