Id.me Quiz Game !

Trivia

100

What is the name of the article that has the quick steps we can use to walk the customer through the Id.me process ie: Nurse, First Responders, Teachers, and Veterans?

Verizon Wireless EV: Employee Validation Process

200

If the customer states they attempted to validate with their Nurse discount. What question should we ask to determine how to proceed? (Use call flow)

"Did you complete the validation using ID.me?"

300

What other ways can an account owner validate if they are having issues with the ID.me process? 

Provide three  examples of a valid POE that can be used to validate instead of using Id.me.

The customer can validate by uploading documentation online using vzw.com/discounts or by mailing documentation to us. Customers must submit documentation specific to the discount they are submitting for. IE First Responders ID, Nurse/Teachers Licenses, DD214.

Customer Siutations

100

If the customer states, they have never created an ID.me before. What process will we have them follow?

BAU, Business As Usual

This means either uploading the documentation online or making a copy of the documentation to us.

200

The customer states that she is an account manager and is a teacher but has never heard Id.me. What is the most efficient way for them to validate for the teacher discount? Provide the steps.

Validate using the AOL process

1. Send email to - [e-mail]

2. Subject Line - RYL Pre Submission Request

3. Body of Email: 

 -  MTN on Account
 - Account Owner’s name
 - Account manager’s name
 - Account Address
 - Attached document of Account Manager POE

4. Advise 5-7 business day timeframe – customer can reply to email to check status

300

A first responder calls, you discover through probing that the customer has an ID.me account already and knows the password.  Provide the step-by-step process the customer will need to follow to validate using ID.me.

Go to vzw.com/firstresponder

Click Check eligibility, then get started

Customers will be asked to log into their Id.me and then will be asked to login into the Verizon account.

Once logged in, they will need to complete the Finishing touches page using the account owners information, this will validate the discount on the account.

Process and Procedures

100

An employee discount can be validated using the ID.me process.

True or False

False

200

A customer calls in stating "I went through the First Responder Id.me process and it's asking me questions that I can not answer" Where do we direct customers who are having issues verifying their identity using ID.me?

What other options does this customer have to validate?

If customers are having issues with the ID.me process, then they have to contact ID.me directly.

 

Customers can also submit BAU if needed

300

What type of discounts can be applied to a Verizon account with the assistance of ID.me? (Name all applicable)

First Responder

Veteran

Nurse

Teacher