Verification
These are the 3 ways we can verify into an account.
What is Pin code, OTP with Social, or Social
We are able to make payments in Samson. True or False
What is False?
Customer calls in and wants to set up a payment arrangement. upon looking at the account you notice they are cancelled. Are we able to set up the PA?
What is no?
The following account types and scenarios are eligible for what?
Receiving multiple scam calls and looking for a clean slate. Only allowed on a 1 per calendar year, per line waiver.
Includes HSI customers receiving unwanted messages on the Gateway. Not limited to one per calendar year.
Business number changes on accounts restored from temporary suspends or new end user lines
Forced mobile number changes
Government, Reseller, and Special Company Use Demos, Test Phones & VIP accounts
Port-ins to replace a current mobile number
What is Scenarios eligible for processing fee waiver for Mobile Number Changes?
This is the C2 doc you should use when talking about traveling internationally.
What is International Roaming?
If the customer can not verify into the account they have to go here.
What is the retail store.
Customer calls in and states they tried to make a payment on the app and website and got an error. We are able to waive the payment support fee. True or False
What is true?
I have set up so many PA's for customers and choose to simplify the disclosure. I just did this to my customer.
What is a Mistreat?
Customer calls in and is an Authorized User. The customer wants to update the pin code to the account. They tell you they take care of the bill. We are able to help them. True or False?
What is False?
This is the C2 doc would use to to talk about making a call from the states to international.
What is Stateside International?
If you are feeling funny about your customer you can send this to your customer.
What is a OTP?
Customer set up Auto Pay. They are stating they are not seeing their Discount. This system or systems is where we can see this.
What is Atlas or Samson?
What is Active Recurring Payment Arrangement (PA) 0-15?
Customer calls in and wants to update their SSN. They are on the phone with you. Are you able to help the customer?
What is No they have to go to a Corporate Retail Store?
Customer calls in and is requesting a bill reprint. They have already had 1 free one. You advise there is a charge for the new one and the customer gives you push back. What can you do to help the customer?
What is waive the fee on the next months bill as a OTC?
We use this when going from one system to the next.
What is a Verification Token?
Customer calls in to make their payment. This system or system is where we can help them.
What is Atlas or C2?
What is Suspended Recurring Payment Arrangement (PA)?
Customer calls in to suspend their sons line due to misbehaving. What C2 doc can we send the customer to protect your FCR to suspend the line in the future?
What is Suspend service: Self-Service?
Retail calls in and your screen populates their account. They give you the customers number and needs help. Are you able to help the retail rep?
What is No? They must call from the RSL line.
When a customer can not verify but is asking for general questions, we are not able to help them at all. true or false.
What is False?
My customer wants to store their payment to their account. this is how many methods we can store.
What is 10?
What is Active First Payment Default (FPD) 1-30?
Customer calls in and their account is cancelled. Their account has a total balance of 750.00. Their past due balance is 450.00 and the amount over 30 days is 100.00. Customer wants to know about resuming the account. How much needs to be paid in order to resume the account?
What is 450.00?
What are the 2 Non-Negotiables I told you on day 2?
What is Signature Response and NBA?