New Hire Jeopardy

Acronyms, abbreviations, and alphabet soup - oh my!

100

RTS stands for this

Return to Sender

200

DPP stands for this

Device Payment Plan

300

ARM stands for this

Acknowledge

Respond

Move Forward

400

CSDR stands for this

Core Shut Down Request

500

CAT stands for this 

Criminal Analytics Team

WWMD(What would the mentors do?)

100

An AH calls in and you confirm ATO has occured. Before starting the resecure process, we must complete this step

KBA with the AH 

200

AH calls in and states they have no knowledge of the mobile orders being placed on their Spectrum account. We should review for this fraud type

ATO

300

If we suspect sub fraud on an account that's been connected for a month and we can't reach the victim, we would submit this request to disconnect the fraud core account 

10 day letter

400

IBC- AH states they were offered a discount and expected updated core equipment, but instead received iPhones they didn't order. After investigating to confirm ATO, we should submit this request for the phones 

RMA 

500

AH calls in and states they need to pay their bill. We should review these two items to see if we can help them

Fraud Block and Account Lock

Training Team Lore

100

This mentor enjoys 3D printing- making nesting prizes and objects like chess boards

Jen

200

Lizzie's boyfriend plays this instrument

Guitar

300

This mentor went to see the band Gwar this weekend

David

400

This mentor has two new chihuahua puppies

Chris Clark

500

Name all 10 mentors, by first name

Adrian, Ambreeial, Amanda, Chris, Chris, David, Jen, Lizzie, Ricky, Tray 

Fraud Files

100

IBC: Customer states they have no knowledge of mobile orders being added to their Internet account. We should investigate for this fraud type

ATO

200

IBC: AH asks why they have a past due balance when they paid Spectrum $420 in Target gift cards at account setup. We should review for this fraud type

Unauthorized Reselling

300

Daily 

Double

IBC: AH states they upgraded their iPhone 12 to the iPhone 17 last week. Fedex tracking reflects delivered, but the package was never received. We should review for this fraud type

400

IBC: Caller is asking the status of a mobile order. You notice the online order was placed from an IP address 900 miles from the customer's address, there's a recent password and email change on CIMT, and there is unusual login history in AOS interactions. We suspect this type of fraud

ATO 

500

Brand new account in Ohio for an 87 year old customer. The DOB and SSN on the order match in LN but this customer has only been associated to Texas addresses for the last 50 years. Order is for two iPhone 17 pro max's on the BTG plan and a pair of airpods.

Subscription Fraud 

*Identity Theft is also acceptable

Training Potpourri

100

We should be tracking every inbound call in this system

CRD

200

Daily 

Double

This system completes an initial risk assessment of new mobile orders to help categorize them as red, yellow, or green in UCM

300

After placing the order, the Fraud team has to wait this long before reviewing and dispositioning

24 hours

400

The system used to see which core account a Spectrum IP address is connected to

Scope

500

When working a fraud block call, if the block was placed yesterday, we can attempt verification over the phone only when the block was placed as a result of this

Core work order review/OBC FIT process