Review Day 1

Account Changes

100

What is a change of responsibility in your own words?

It is the process for a line or account to change ownership from one party to another

200

List two things that only the BRP is able to do

• Account type conversion requests
• Add or remove Authorized Users
• Bill cycle changes
• Billing Name changes
• Cancel an account (BAN) or line (MSISDN)
• Resume canceled lines
• Delete Future Dated Cancel requests
• Change of Responsibility - Release line requests
• My T-Mobile permission changes
• New device purchase or upgrades using EIP (within the first seven days of the account being activated)
• Customer PIN/Passcode changes
• Paperless Billing email and billing address changes (BRP or PAH role if same name as BRP)
• Request Temporary Port Out PIN (TPOP) (Refer the PAH to T-Life or My T-Mobile from their mobile device to request a TPOP.)
• Refer the BRP/PAH to T-Life or tmo.com from their mobile device to request
• Remove SIM Protection or Port-Out Protection features

300

What is the cost of a phone number change and when is it due?

15$ plus tax - Due at time of change

400

What are the time constraints on a seasonal suspension? 

• The suspension period can be a max of two 90-day periods within 12 months, not to exceed 180 consecutive days.
  • Suspend periods can range from 1 to 90 days.
  • Individual lines and BAN level suspended lines are automatically restored at the end of the 90 day period if no alternative date is set.
  • No more than two suspends can be placed on the account, regardless of the length of time of the suspend, within the 12-month timeframe.

500

What is step 5 in adding an authorized user to an account? 

1. When making the change, a notification will pop up stating to send a One Time PIN to verify the BRP.

Device Programs

100

What are 2 requirements for a device upgrade with EIP? 

BRP/ AU Only - Device type - Plan/ Act type - Channel - Sufficient ECA - Can not be delinquent

200

What is the current version of JUMP? 

A program that allows customers to trade in devices on installment plans once they are halfway through the balance. They must have P360.

300

What is the difference between an instant and a deferred trade in?

Instant trade in is accepted in the moment and a deferred trade in must be shipped back to T-Mobile. The deferred trade in will be credited to the customer's account after the device is received and inspected. 

400

How much is a tier 3 restocking fee and when is it charged?

600$ and up - T-Mobile charges a restocking fee based on device type and cost. This fee is required on all returns and exchanges processed in-store, regardless of the original sales channel. 

500

How long does it take for a customer to receive a refund for the initial down payment on an order that was return to sender? 

• Advise the customer that they will be refunded their initial down payment within 7-14 days upon device receipt at the warehouse.

Device Protection

100

Provide 5 benefits of P360 

• Lost and Theft Coverage: Device protection provides coverage for devices that are lost or stolen.

  13

• Accidental Damage Protection: This includes protection against liquid damage and mechanical issues after the manufacturer warranty expires.

  1

• $0 Screen Repairs: For eligible smartphones, front screen repairs are available for $0.

  12

• Unlimited Accidental Damage Claims: Customers can file unlimited claims for accidental damage, including front and back glass repair.

  1

• AppleCare Services: Eligible Apple devices receive AppleCare Services, when applicable.

  1

• McAfee® Security for T-Mobile: Device protection includes security benefits with identity theft protection reimbursement up to $1 million.

  1

• Live Technical Support: Access to live tech support for all connected devices via the Protection 360™ app.

  12

• JUMP! Upgrades: Protection 360™ includes the benefit of JUMP! upgrades (if eligible and the device is on an Equipment Installment Plan).

  1

• Next Business Day Replacement: Rapid replacement for damaged devices with next business day shipping.

  2

• Screen Protector Replacement: Unlimited screen protector replacements for eligible devices purchased from T-Mobile.

200

At how many days is a Non-Return Fee applied to a customer's account for an insurance claim?

45 days

300

How many claims with P360 may a customer complete for damage in a rolling 12 month period?

5

400

How many loss/ theft claims can a customer complete with basic device protection?

2 per rolling 12 month period

500

What is step 3 on the Assurant P360 app when filing a claim?

Enter the verification code.

Billing

100

What is bill arrears vs bill current?

• Bill Arrears: MRC is billed and due after the bill cycle is closed.
• Bill Current: MRC is billed at the beginning of the cycle and due within the same bill cycle.

200

On a bill current account that had international dialing overages that the customer stated should not be charged at the rate they are would you backdate or future date a stateside international feature?

• Add or remove Stateside International (SIT) feature. Exception: Backdating SIT is allowed per Billing disputes.

300

What is the exception listed for the first bill cycle closing within 1 day of activation?

The first bill cycle will close within 1 day of activation

• Exception: New MCSA customers will align with the corporate node 

400

How long is the dispute period in California?

California customers don't have a time restriction when they can dispute a charge under the California Bill of Rights (CABOR)

500

List 2 reasons a customer's bill may be delayed listed in c2

• Bill cycle delays, including MCSA and Large Business Accounts
• Rejected bills in Samson
• Incorrect mailing address
• Recent change of address
• Number of bill copies set to 0
• USPS suspended delivery to that address

Delinquent Accounts

100

How many past due/ delinquent text messages are sent to a customer prior to suspension for nonpay? 

• Three past due delinquent text messages will be delivered prior to a non-payment service interruption.

200

Summarize the process you would go through for a caller that does not have T-Mobile service but received a collection call from T-Mobile?

Search in samson by phone number and work with a leader to have the phone number removed from the can be reached field

300

What self-service options are available for a suspended customer to set a payment arrangement or make a payment to restore their services?

Website- TLife- SIVR

400

At what number of days past due/ delinquent do you need to touch base with your coach?

120

500

What is the cost of a late fee in Illinois and Wisconsin?

 5% or $7