Show:
Account Changes
Device Programs
Device Protection
Billing
Delinquent Accounts
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

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

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.
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.
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

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
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.

200

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

45 days

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

15$ plus tax - Due at time of change

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. 

300

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

5

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 
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

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.
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. 

400

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

2 per rolling 12 month period

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)

400

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

120

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.
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.
500

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

Enter the verification code.

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
500

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

 5% or $7