Training 102

Training week 2

100

Active, Delinquent and Suspended accounts

• Business/Government (Owned by BC/EGC)
• Individual
• Lifeline
• Business with SSN (Care, BC & FC can set up PAs)
• Special (Contractor, Dealer, Employee)

What is Eligibe for a PA

200

This feature provides calling and texting to other countries from the U.S. at a discounted or included rate. 

What is Stateside International features?

300

This is a Demonstration Module that can be used to help with System steps in Atlas and Samson.

What is T.O.D.D

400

This feature allows the ultimate call control center that gives customers full control of all T-Mobile's scam protection options. 

What is Scam Shield Premium feature?

500

This feature keeps you connected while traveling in Canada and Mexico with unlimited talk, text, and data with up to 5GB of high-speed data (or a maximum of your plan's high-speed data allotment, whichever comes first). 

What is Mobile Without Borders (Canada and Mexico)?

In the Know

100

Customers can receive a $5 credit per eligible line up to 8 lines. Eligibility is dependent on the customer's rate plan.

What is Autopay?

200

Relate, Restate, Reassure

What is a Signature Response

300

This tool and resource should be used on every call.

What is C2?

400

20 dollars per line up to 3 lines

What is restoral fees?

500

Signature Response

Use of tools and resources

Save Attempts

Assume the Payments

Self-Help

What is Non-Negotiables 

Training Week 1

100

Coverage Beyond

Internet Freedom

5G for All

Scam shield 

5G for Good 

Magenta Plans with Taxes and Fees included.

Netflix On Us

Team of Experts

T-Mobile Tuesdays

Simple Global

What are Un-carrier Moves?

200

This expires after 5 uses or 30 minutes, whichever comes first.

What is a Token?

300

• Unless another policy states otherwise, only this person can request the following account changes:
  • Account type conversion requests
  • Add or remove Authorized Users
  • Bill cycle changes
  • Billing Name changes
  • Cancel BAN or MSISDN
  • Cancel lines or resume canceled lines
  • 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

Who is the BRP

400

• Receiving multiple scam calls and looking for a clean slate. Only allowed on a 1 per calendar year, per line waiver.
• Harassing calls related to domestic violence, sexual assault, stalking, or calls for previous users of the mobile number

What are Scenarios eligible for processing fee waiver?

500

Lines can be suspended for 39 months at a time.

What is Military Suspend?

C2 Docs

100

You can use either the App or Website to set up a PA or make a payment to save a customer $10

What is Self Help for Payment arrangements? 

200

Accounts, Collections & Past Due, Payment Arrangements

What is the proper way to navigate to get to the Payment Arrangement C2 Doc.

300

You use this doc to check what percentage or grace period a customer could be charged or given.

What is Late Fee Doc?

400

Use this page to support Payment Arrangements (PA) and Proof of Payments (POP) requests

What is the C2 Doc for Payment Arrangements

500

1. Explain how the account will be billed during the suspension.
   • Individual Lines
     • If an account has only one line with an individual rate plan, that suspended line is billed $10 per bill cycle.
     • If an account has multiple individual rate plans, including GSM or MI product type ,the account is billed $10 for each suspended individual rate plan line(s) and full MRC for active individual rate plans.
     • Lines that have a MI product type and Home Internet lines are charged $10 on seasonal suspend or their MRC if the MRC is less than $10, for example, a $5 or $0 plan. 
   • Lines on a shared plan
     • If all lines on this account are suspended, accounts are billed $10 per bill cycle for each suspended line.
     • If one or more lines of the primary lines are active, accounts are still billed plan's full MRC, including any data or features for the non-suspended lines.
     • If a line that is not included in the base MRC is suspended, the suspended line will be charged $10 per bill cycle.

What is the Suspend or restore accounts C2 Doc and the impacts to a bill for a seasonal suspend.

System Steps Atlas and Samson

100

1. Access the Agreement tab.
2. Double-click PP field to open Change Price Plan screen.
3. Under New, double-click Price Plan field.
4. Highlight price plan of choice > OK (effective date defaults to next cycle start date).
5. To backdate the plan, double-click effective date of plan > use calendar to select start date current cycle > OK.
6. Tell the customer about paperless billing if the ligible for paperless billing auto-enrollment notification displays.
7. Select OK > click OK to confirm expiration date of SOCs associated with the old rate plan.
8. If switching to a plan that includes data, add the appropriate data SOC for the plan.
9. Select Save.

What are steps for an Individual Rate Plan change in Samson?

200

1. From the Payment arrangement landing page, select Set up arrangement.
2. Advise your customer:
   1. 'A payment support fee of $10.00 will be added to the balance due. The fee will be included in the installment' unless exempt from the fee.
   2. 'Setting up this proof of payment will cancel AutoPay and any AutoPay discounts will be lost until AutoPay is reactivated again.'
3. Select Regular under Type column.
4. Select Balance in full, Past due, or Other amount (must be greater than the past due amount and less than the balance in full) under Amount column.
5. Select 1 installment or 2 installments under the Installments column.
6. Select mm/dd/yyyy from eligible dates shown in the calendar under Payment date column for installment(s).
7. Ask your, customer, how they want to make their payment.
   • Secured PA (payment automatically processes on the date selected):
     1. Select Payment method under Payment method column.
     2. Select Method on file, New electronic check, or New card.
     3. Enter/Verify customers payment method account information.
     4. Click Continue.
   • Unsecured PA (payment must be made manually by your customer):
     1. Select Customer will be responsible to make the payment under Payment method column.
     2. Click Continue.
8. Advise your customer 'Account will be qualified for auto-restore upon successfully setting up this payment arrangement. A restoration fee of $20.00 plus taxes per line with a 3 line cap will be included in the installments' if the account is suspended due to non-payment and PA will restore their account.
9. Review the summary page with your customer to make sure information entered is accurate. You can Cancel or Go back on this screen if needed.
10. Select the preferred language English or Spanish for notifications under Communication preferences.
11. Advise your customer the mobile number associated with setting up the payment arrangement will receive SMS notifications about their payment arrangement.
12. Enter an Email address if your customer wants an email confirmation.
13. Select Continue.
14. Read the required Terms and conditions to your customer and gain their acceptance. Check the box Customer accepts the terms and conditions.
15. Click Submit to save the PA. A confirmation message displays 'Payment arrangement has been created' with the PA details shown under Active arrangement column.

What are steps to set up a Payment Arrangement in Atlas?

300

1. Click Launchpad from the left-hand bar.
2. Select the Rate Plan Change link. A browser window pops up with the Change rate plan flow. Note: If the Rate Plan Change button isn't available, it could mean one or more of the following:
   • A rate plan change isn't available for the customer.
   • Account status is an issue (for example, the account is Suspended).
   • Account was not properly verified.

What are steps in changing a rate plan in Atlas?

400

1. From the Agreement tab, click List. If desired features do not appear in this window, click Optional or Device SOC.
   • Do not remove or expire an included feature at the customer's request. This may cause issues with the account.
   • Probe to determine what the issue is and offer a blocking solution (such as International Blocking or Message Blocking) or other options.
2. Select the desired service/SOC and then click OK.
3. Review the following:
   • Some SOC effective dates can be backdated to assist with overages. Set the SOC effective date to today or any future date within the next two bill cycles. Refer to Backdate/future date/same day changes for details and approved scenarios.
   • Premium Handset Protection SOCs are NOT allowed to backdate and can only be added within 30 days of a qualifying event:
     • New activation (customers must purchase a new device from T-Mobile, T-Mobile.com, Retail Partner Sales, or Business Sales at activation)
     • Handset upgrade
     • Warranty replacement
     • Change of responsibility (when the previous account holder was enrolled at the time of change of responsibility)
4. If applicable, double-click the end date field to enter an end date.
5. On the left toolbar, click Save.
6. Tell customers they can check the status of their feature through the T-Mobile app.

What are Steps to add or change a feature in Samson?

500

1. Select Account from the magenta navigation bar.
2. Select Manage Profile from the drop down.
3. Select Subscriber in the carousel.
4. Click Suspend line under Status column.
5. Select Suspend reason.
   • Lost or stolen: Review suspension date, and advisement with your customer.
   • Seasonal: Select suspension date and restore date, additional lines to suspend (if applicable), and advisement with your customer.
   • Military: Select suspension date, review cancel date, and advisement with your customer.
6. Enter Email address for suspend confirmation.
7. Click Submit.

What are the steps to suspend a line in Atlas?